Call Center Lead

🕒 4 days ago

🏈 Alabama – Remote

🏈 Alabama – Remote

💵 $41.9k - $59.8k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Healthcare Insurance • Human Services • Healthcare

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Handle escalated calls and complex customer inquiries by researching issues, identifying solutions, and ensuring timely follow-up and resolution • Support day-to-day customer service operations by assisting supervisors/managers with workflow, call handling, documentation, and transaction accuracy • Mentor, coach, and support less experienced team members by sharing knowledge, answering questions, and helping reinforce proper procedures • Research customer inquiries, process requests, update account history, and document outcomes clearly and accurately • Review client reports, monitor daily transactions, and recommend workflow or procedure improvements to support efficiency and data integrity • Serve as a resource for team members, management, and customers regarding customer service issues, escalations, and operational questions

🎯 Requirements

• 6+ years of customer service, telephone support, call center, or related customer contact experience • Experience handling escalated calls, complex customer inquiries, complaint resolution, or sensitive customer service issues • Experience mentoring, training, coaching, or supporting less experienced staff in a call center or customer service environment • Strong business, analytical, communication, documentation, and problem-solving skills • Experience using help desk software, telephone technology, computer software, and customer service systems

🏖️ Benefits

• Comprehensive benefits package including medical, dental, vision • 401(k) with company match • Paid time off • Company-observed holidays • Professional development opportunities