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Customer Service Team Lead in Woburn, MA at Beacon Health Options

Date Posted: 2/19/2019

Job Snapshot

Job Description


We are currently seeking a dynamic Customer Service Team Lead (Technical Coach) to join our team at our office in Woburn, MA.  Under the direction of the Customer Service Management Team, the Customer Service Team Lead (Technical Advisor/Coach) will contribute to overall customer satisfaction by providing technical support to a group of Customer Service Representatives.  This position is also responsible for tracking and analyzing data/trends and recommending process improvements.  The incumbent conducts on the job training/support, monitors quality, timeliness, work flows and assists management with special projects and administrative tasks. The Team Lead (Technical Advisor/Coach) resolves issues by interacting with all levels of management staff and acts as a role model, leading by example, to promote morale within the department.

Position Responsibilities:

  • Provide mentoring and support to new hires during their training and nesting period. This includes a comprehensive review of the Mentoring Program and available resources. Ensure that new hires develop the required job knowledge and competencies to work independently.
  • Develop a shared resource for Customer Service teams to use and maintain the accuracy of the material listed.
  • Provide front line technical support for Customer Service Representatives by identifying key learning opportunities and providing ideas for improvement.
  • Provide immediate feedback/training on where the information was found and how the issue should be resolved when assisting CSR with questions.
  • Escalate Supervisor level call issues and coordinate with other departments to get issues resolved. 
  • Conduct skill development and client specific training to seasoned staff members.
  •  Perform call monitoring and review inventory queues.  Identify process improvements and coach/develop staff to contribute/improve overall Customer Satisfaction.
  • Assist management with special projects and administrative tasks as assigned including, but not limited to new client implementations, coordinating testing for system releases, inquiry analysis and root cause identification.
  • Demonstrate a thorough knowledge of all lines of business/company operations/procedures related to the CSR position, support answering inquiries for all customer and products, report issues and offer suggestions for improvement to management.
  • Complete projects and other research tasks as assigned by management.
  • Comply with all HIPAA Compliance regulations.
  • Knowledge base administration.

Position Requirements:

  • Education:  A High School/GED Diploma is required. An Associates Degree or equivalent related experience is preferred.
  • Relevant Work Experience:     
    - Two years’ experience in resolution of complex claims issues in Customer Service or a related field
    - Knowledge of resources available within the organization to resolve internal/external problems and concerns is required.  
    - Excellent analytical, problems solving, decision making, time management, organizational, coaching and feedback skills along with excellent written, verbal, interpersonal/negotiation skills and a strong ability to prioritize tasks is also required.


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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled