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Senior Customer Service Representative - Remote Eligible
Lead the optimization of call center performance through coaching, data reporting, and daily operations improvements
Remote
Senior
2 days ago
ASM Research
Provides IT solutions and health services support, specializing in healthcare technology, data analytics, and systems integration for government clients.
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Senior Customer Service Representative
The Senior Customer Service representative is responsible for providing leadership and coaching a team of Customer Service Agents, with the goal of meeting program objectives and customer service level agreements.
Key Responsibilities
- Work closely with Supervisors, Site Operations Coordinator, and support staff.
- Perform regular monitoring of calls and provide coaching and feedback to customer service representative staff.
- Perform tasks to assure service level requirements are met.
- Responsible for assisting Operations Supervisors with daily tasks, such as creation of reporting, completion of logs, and monitoring of call volumes.
- Responsible for providing support to customer service representatives (CSRs) on weekends, when required.
- Act as a Point of Contact for operations when required.
Required Qualifications
- High School Diploma or GED.
- Minimum 2 years call center customer service experience.
- Minimum 1 years of customer service and team interaction experience or leadership experience.
Training/Certification
- Internal DOL-NCC program quality assurance certification (or obtain certification within one month of beginning this position).
About ASM Research
Provides IT solutions and health services support, specializing in healthcare technology, data analytics, and systems integration for government clients.