Lead Customer Service Representative - National Remote

You?ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their... best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. This role is centered on driving customer service excellence through team leadership, managing escalated issues, and contributing to service strategy and process improvements. In this position you will be the center of excellence in the contact center. To be the expert in providing a seamless and proficient customer experience. To deliver exceptional customer service by addressing inquiries and resolving issues, serving as an advocate for clients and members, and maintaining high standards of service delivery in alignment with the department?s objectives. This role is equally challenging and rewarding. You?ll interact with customers continuously by phone and in writing. Within a high-volume setting, you?ll need to develop knowledge of our various products and multiple levels of benefits within each product to best assist our providers / customers. The role is centered on driving customer service excellence through team leadership, managing escalated issues, and contributing to service strategy and process improvements. In this position you will be the center of excellence in the contact center. To be the expert in providing a seamless and proficient customer experience. To deliver exceptional customer service by addressing inquiries and resolving issues, serving as an advocate for clients and members, and maintaining high standards of service delivery in alignment with the department?s objectives. This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 8:30am ? 6:00pm MST. It may be necessary, given the business need, to work occasional overtime or weekends. We offer weeks of paid training. The hours of the training will be based on schedule or will be discussed on your first day of employment. ? All Telecommuters will be required to adhere to UnitedHealth Group?s Telecommuter Policy. Primary Responsibilities: ? Shadows supervisor/manager and mentors a team of customer service representatives to ensure the delivery of high-quality service. ? Monitor delegated customer service issues to ensure timely and accurate resolution. ? Use appropriate communication techniques when responding to customers, particularly in stressful situations. ? Acts as the first point of contact for escalated customer issues, ensuring timely and effective resolutions. ? Manages and supports strategic client relationships, fostering trust and satisfaction. ? Drives process enhancements and implements best practices to improve team efficiency and service delivery. ? Accountable for meeting team KPIs and maintaining service level standards. ? Ensures compliance with data privacy and security policies. You?ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications: ? High School Diploma / GED ? 3+ years of experience in a related environment (i.e., customer service or financial services, etc.), using phones and computers as the primary job tools ? Must be 18 years of age OR older ? Ability to work full-time, Monday - Friday between 8:30am ? 6:00pm MST including the flexibility to work occasional overtime given the business need Preferred Qualifications: ? Advanced training or certification in leadership and service management ? Prior experience in a lead role within a customer-focused environment ? Advanced technical knowledge of CRM platforms and data analytics tools ? Technical Knowledge of customer service practices and CRM systems Telecommuting Requirements: ? Ability to keep all company sensitive documents secure (if applicable) ? Required to have a dedicated work area established that is separated from other living areas and provides information privacy. ? Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service. Soft Skills: ? Advanced problem-solving and decision-making skills ? Effective interpersonal and communication abilities ? Ability in team leadership and process optimization. ? Strategic planning, coaching, and performance management skills ? Technical Knowledge of company products, services, and operational procedures California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Hawaii / Nevada / New York / New Jersey / Washington / Rhode Island residents is $19.47 - $38.08 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you?ll find a far-reaching choice of benefits and incentives. At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone?of every race, gender, sexuality, age, location, and income?deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes ? an enterprise priority reflected in our mission. Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment. Customer Service Representative,Adecco Staffing

Apply Job!