Job description
Customer Service Team Lead
Easterseals New Jersey is actively seeking a Customer Service Team Lead to join our team supporting our Fiscal Intermediary program!
The ideal candidate will provide direction, guidance, and leadership to a team of Customer Service Representatives to ensure proper and timely responses to all inquiries, concerns, and requests for our program participants, their authorized representative(s), Self-Directed Employees (SDEs), and the program’s Support Coordinators (SC).
You will also troubleshoot and resolve all escalated issues to ensure the delivery of outstanding and highly responsive customer service, both internal and external, with a high degree of flexibility and creativity.
Core responsibilities include, but are not limited to:
- Maintains a high level of professionalism when interacting with consumers and their representatives.
- Manages CSR’s daily execution as the “first point of contact” for questions, concerns, and/or issues pertaining to the Consumer’s established “service” according to their Plan of Care (POC).
- Effectively communicates all organizational, structural, and system changes that impact service delivery in a timely manner.
- Conducts periodic quality assurance reviews (e.g. errors, omissions, inaccuracies) are properly addressed and reflected in the ENJ’s systems according to policies and procedures.
- Ensures pertinent information is relayed to both internal and external stakeholders.
- Monitors and assesses the performance of Customer Service Representatives and develops performance plans that improve staff knowledge, effectiveness and efficiency.
- Maintains DDD requirements and industry standards to successfully deliver FI services to ENJ’s customer base.
- Ensures program data and information received from Consumers and their SDEs are accurately entered and updated into relevant systems.
- Monitors, tracks and evaluates performance metrics according to the goals and objectives of the team.
- Implements solutions to remedy issues relating to process inefficiencies and identified waste (Lean).
- Demonstrates high levels of Easterseals Core Values of Warmth, Respect, and Expertise at all times.
Qualifications and Experience:
- Associate degree or a minimum of two (2) years experience leading a customer service team in a call center environment.
- Must be able to successfully diffuse and resolve escalated issues.
- Must be able to respond to customer issues and complaints in a calm and respectful manner at all times.
- Effective verbal and written communication skills.
- Excellent customer service and relationship management skills.
- Strong interpersonal skills; Basic mathematical skills; Detail-oriented.
- Basic ability to perform routine analysis, i.e., “flagging” issues, errors, and discrepancies.
- Good time management skills are needed to meet deadlines.
- Intermediate MS office software skills.
- Basic verbal skills in Spanish a plus.
About Us!
Easterseals is a national 501(c)3 nonprofit organization that has helped children and adults with disabilities and special needs live better lives for more than half a century. Annually, over 9,000 individuals with disabilities and specific special needs in New Jersey receive services in our programs. We believe everyone has an inalienable right to realize their potential and live their life as they envision it; everyone is allowed access to opportunities that permit them to do so. Our employees dedicate themselves to making positive differences in people’s lives every day by living our Core Values: RESPECTFULNESS, WARMTH, EXPERTISE
Easterseals Is An Equal Opportunity Employer As one of our core values, we strive to provide equal opportunity to all of our employees without regard to their age, gender, religion, race, color, national origin, marital status, sexual orientation, or disability which is unrelated to the ability to perform essential job functions, unfavorable military discharge (except dishonorable), veteran status, marital status, parental status, genetic information, source of income or other legally protected categories in accordance with applicable law with regard to receipt of services, appointment or election to voluntary office or hiring for, assignment to, or promotion in staff positions.
Easterseals NJ offers paid training, a generous benefits package including paid time off, 403(b) Retirement Plan, and more! For all details, visit www.enjbenefits.com
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About Easterseals New Jersey:
About Us!Easterseals is a national 501(c)3 nonprofit organization that has helped children and adults with disabilities and special needs, live better lives for more than half a century. Annually, over 9,000 individuals with disabilities and specific special needs in New Jersey receive services in our programs. We believe everyone has an inalienable right to realize their potential and live their life as they envision it; everyone is allowed access to opportunities that permit them to do so.
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