BayCare Health System

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at BayCare Health System

Posted: 1/27/2019
Job Reference #: 190367
Keywords: inbound

Job Description

The Customer Service Center - Team Lead is a senior level representative within the Customer Service Center (CSC) team reporting directly to the CSC Supervisor. Serves as the subject matter expert for questions and escalated calls prior to management intervention, services inbound calls and social media platforms. Serves as a resource providing assistance to other team members, monitoring calls and coaching to improve productivity, work quality and services provided. Provides oversight and assistance with skill development, schedule adherence, and performance in the delivery of customer service by supporting the team to ensure compliance to company and department policy and performance standards.


Certifications and Licensures
None Required

RequiredAssociate'sRelated Field
PreferredBachelor'sRelated Field

Required5 yearsCustomer Service
And3 yearsCall Center
Preferred1 yearSocial Media
Preferred1 yearHealthcare
Preferred1 yearSupervisory Role in a related field
Preferred1 yearTraining
Preferred1 yearMarketing

Specific Skills
RequiredCustomer service skills
RequiredWritten and verbal communication skills
RequiredInterpersonal skills
RequiredDelegation skills
RequiredWork independently
RequiredWork with a team
RequiredCritical thinking skills
RequiredOrganizational skills
RequiredAdministrative and clerical skills
RequiredComputer skills appropriate to position
RequiredKnowledge of regulatory standards appropriate to position
RequiredMedical terminology use and understanding
RequiredConflict Management skills
RequiredTime management skills
RequiredMulti-tasking skills