Note: The job is a remote job and is open to candidates in USA. Rob Levine Law is seeking a Customer Service Team Lead to supervise and develop their Customer Service Representative team. This role is responsible for ensuring effective client communications, operational processes, and performance management while promoting exceptional customer service and continuous improvement.
Responsibilities
- Team Leadership & Employee Development
- Operational Oversight & Workflow Management
- Customer Service Oversight
- Quality Assurance & Compliance
- Performance Management
- Escalation Management
- Ticket, Queue, and Case Management Oversight
- Call & Voicemail Management Oversight
- Payment & Cost Approval Oversight
- Training & Development Responsibilities
- Administrative Responsibilities
- Leadership Competencies
Skills
- Minimum of one (1) year of customer service experience
- Minimum of one (1) year of leadership, supervisory, senior representative, or coaching experience
- Experience managing client communications and escalations
- Strong proficiency with Microsoft Office and business communication tools
- Strong written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Demonstrated ability to meet deadlines and performance objectives
- Experience in medical records, healthcare administration, legal support services, record retrieval, or a related industry
- Experience managing KPI-driven teams
- Experience with quality assurance and performance management processes
- Knowledge of HIPAA requirements and healthcare documentation processes
Company Overview