25 days old

Customer Service Representative Team Lead

Kelly Services
Islandia, NY 11749
**Customer Service Representative Team Lead**

Our valued client located in Islandia, NY is one of the largest third party administrators in the country and the premier provider of customizable and scalable health plan solutions for self-funded employers. They are currently seeking an experienced Customer Service Representative Team Lead to join their growing team. They offer a flexible schedule between the hours of 8am 8pm, candidates can choose their 8 hour shift within this window, and will be required to work 2 nights per week until 8pm. The salary for this opportunity is $55,000/year, and this is a temp to hire role.


Provides expertise and customer service support to team, participants and providers by investigating and/or resolving or elevating complex inquiries

Provides support to team by reviewing, researching and providing guidance on pending inquiries.

Assists team in handling telephone inquiries courteously, accurately and professionally. Documents all inquiries in a clear and complete manner including during high volume call times.

Responsible for conducting CSR call quality audits on existing staff.

Responsible for conduction 100% audits on newly trained staff.

Responsible for call audit metrics reporting.

Identify trends and notify manager proactively of employees not meeting quality standards.

Complete agent reports and report stats to Call Center management.

Maintain up-to-date knowledge and understanding of claims policies, regulatory requirements and guidelines.

Addresses special (ad-hoc) projects as appropriate.

Seeks involvement in continuous quality improvement initiative.


+ Minimum 2-5 years Customer Service experience, ACD Call Center experience preferred.

+ Exemplary soft skills to include, but not limited to, excellent verbal and written communication.

+ Demonstrated experience leading staff.

+ Prior auditing and/or training experience in a healthcare environment a plus.

+ Ability to communicate effectively and with diplomacy.

+ Computer proficiency with MS Office Suite (Word, Outlook, Excel, etc.)

+ Knowledge of CPT/ICD10 coding preferred.

+ Knowledge of Medicare/Medicaid guidelines a plus.

+ Strong problem identification and resolution skills.

+ Ability to type a minimum of 35 wpm.

If interested, APPLY TODAY!

Email resumes to , or call Andrea at 212-949-8545 between the hours of 8am 5pm.

**Why Kelly** **** **?**

Youre looking to keep your career moving onward and upward, and were here to help you do just that. Our financial staffing experts will connect you with premier companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in in your career. It all adds up.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-09-27 Expires: 2021-10-28

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Customer Service Representative Team Lead

Kelly Services
Islandia, NY 11749

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