Byram Healthcare Customer Service Team Lead in Salt Lake City, UT at Byram Healthcare

Date Posted: 3/29/2018

Job Snapshot

Job Description

POSITION SUMMARY

Assists the Department Managers coaching and developing the team while monitoring the real time operation.  Be a mentor to phone representatives handling their inquires and questions as well as taking on escalated customer phone calls. 

ESSENTIAL JOB FUNCTIONS: 

1.      Responds quickly and professionally to customer telephone questions and concerns.

2.      Gathers Customer demographics and billing information as needed, to complete requested orders.

3.      Processes orders using Byram ERP system.

4.      Maintains customer records by updating account.

5.      Recommends additional products that may be necessary or available to the customer.

6.      Achieves daily completion of CS Credit Review.

7.      Provides solutions to customer issues utilizing experience and judgment.

8.      Conducts complex work important to the organization.

9.      Must have completed CS training on all Byram systems.

10.  Responsible for training all new Associates, Intermediate, and Senior Customer Service Representatives. 

11.  Handles elevated calls, daily reporting to management. 

12.  Completion of Supervisor training and courses.

13.  Schedules and conduct Team meetings.

SUPPLEMENTAL JOB FUNCTIONS:  

  • Performs additional duties as directed.


Qualifications

EDUCATION & EXPERIENCE REQUIRED:  

  • Bachelor's Degree
  • Eight or more years of experience

KNOWLEDGE SKILLS & ABILITIES:

  • Ability to answer hi-volume in-bound calls via an automated phone system.
  • Ability to make outbound calls to customer and referrals as necessary.
  • Must possess excellent communication skills and the ability to practice proper phone etiquette. 
  • Proficient in Microsoft Office: Word, Outlook, Excel, PowerPoint.
  • Working knowledge of the team functions within the organization.
  • Analytical Problem solver, who addresses areas of conflict with guidance from supervisor.


ADDITIONAL REQUIREMENTS:

  • Little or no traveling required (less than 10%)
  • May work extended hours on occasion

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