Customer Service Representative Lead (2Nd Shift)

The 2nd shift Home Healthcare Customer Service Lead’s primary function is to supervise the daily activities, customer service, and other duties of the specifics shift and its staff to meet ABC goals. This person will be held responsible for the shift productivity, delegation, and answering client/personnel needs that arise in areas of scheduling, compliance, customer service, and any emergencies that may arise.

The hours for this position is 2:30 pm – 11: 00 pm, and includes every Saturday and Sunday–based on scheduling needs. Employees will have 2 days off during the normal week.

Essential Duties/ Responsibilities

• Answers inquiries by clarifying desired information; researching, locating, and providing information in a timely and accurate manner
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Fulfills request by clarifying desired information; completing transactions; forwarding request
• Recognizes opportunities to start up new accounts by explaining the services we have to offer for both skilled and non-skilled agencies
• Enhances organization reputation by accepting ownership for accomplishing new and different request; exploring opportunities to add value to job accomplishments
• Notify supervisor of ongoing problems
• Provide impeccable customer service to all internal and external customer
• Meet timelines and deadlines for task as assigned.
• Answer escalated issues and concerns from employees & clients
• Performs other related duties assigned

Required Education/ Experience

• High School Diploma or GED equivalent required
• 3-5 year of supervisory experience
• Strong customer service skills and 3-5 years of previous customer service experience (i.e. scheduling, taking in-bound calls and making outbound calls)
• 3-5 years of experience with case management systems
• Knowledge of medical terminology
• Problem solving skills
• Data Entry Skills
• Excellent Computer skills and proficiency in Microsoft Office Suite
• Excellent verbal and written communication skills
• Able to maintain confidentiality
• Able to work under minimal supervision

We offer a competitive benefits package which include medical, dental, vision, life insurance, paid time off (PTO), 401(k) plan, position related education expenses program, client referral program and more

Always Best Care Senior Services is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, natural origin, qualified disability or veteran status, ancestry, marital status, sexual orientation, sex or any other legally protected category.