Consumer Directed Services in Texas (CDS) seeks a Lead
Customer Support Specialist to join our team.
CDS in Texas provides a foundation of support that enables individuals
with disabilities to self-direct their care. The cornerstone of our success is
our team’s compassionate and dedicated relationship with the families we serve.
We seek individuals who desire to work in a fast-paced, people-centered
organization.
Position Summary: The Lead Customer Support
Specialist accepts, assists, or processes inquiries, referrals, questions, and
complaints from clients, employers, designated representatives, employees, and
referral sources. This position also helps the Customer Support Supervisor
track day-to-day team performance and keeps the supervisor updated throughout
the day on call trends, call volume, call escalations, ensuring the lobby
guests are helped quickly, etc. This position reports to the Customer Support
Supervisor.
Tasks:
· Accepts phone
calls from clients, employers, designated representatives, employees, referral
sources, or others and either takes messages, directs calls to the appropriate
person, assigns responsibility for the call through Task Assignment, or assists
the caller.
· Verifies phone
calls are returned.
· Document any
delays in returning client calls and report them to the appropriate department
supervisor.
· Receives
escalated phone calls and attempts to resolve escalation at the lowest level or
transfer the call or create a task for department supervisors if unable to
resolve.
· Maintains
communication between the Customer Support Department and other departments.
· Assists in
training, mentoring, and developing programs for new Customer Support
Specialists.
· Maintains all
training Material for the Customer Support Department and works with the
Customer Support Department Supervisor to improve or develop training programs.
· Ensures all team
members within Customer Support are cross-trained.
· Observe
confidentiality and Health Insurance Portability Accountability Act policies at
all times.
· Complies with
federal, state, & company policies, procedures, and regulations.
· Represent the
department at inter-company meetings. Makes recommendations for process
improvements and identifies problems that interfere with excellent customer
support.
· Performs other
related duties as assigned.
Skills/Attributes:
· Able to take
action in solving problems while demonstrating sound judgment and a realistic
understanding of issues.
· Excellent
communication skills.
· Able to work
independently.
· Able to work
with a team to accomplish goals and objectives.
· Excellent time
management skills.
· Effective
organizational skills with strong attention to detail.
· Excellent
interpersonal relations skills, including active listening skills such as
giving full attention to what others are saying, taking time to understand the
points being made, and asking questions as appropriate.
· Willingness to
work with health care professionals, clients, families, and the general public.
· Written and
verbal communication skills are required to communicate effectively as
appropriate to the audience's needs.
· Must be able to
read, write, and comprehend English.
· Must be able to
communicate effectively in English.
Requirements:
· Two or more
years of call center experience is required.
· One to two years
of leadership experience.
· One to two years
of related work experience in a healthcare setting is preferred.
· Must demonstrate
competence with computer applications such as MS Word and Excel and readily
learn agency-specific software.
· Must be able to
type 35 wpm with 80% accuracy.
· Bilingual
(Spanish) preferred.
· High School
diploma or College education.
Estimated gross salary between $37,440 and $45,760.
Please apply online to become a part of our compassionate and
dedicated team at www.dsswtx.org or apply at https://dsswtx.jotform.com/220836269749065