Shannon

● Lead a team of at least 20 technical support agents in resolving customer device-related problems and customer retention.

● Ensure the accuracy of customer information in customer relationship manager (CRM) tools.

● Assist with supervisor escalation calls, and troubleshooting processes to help reduce wait time and deliver optimal solutions.

● Educate the team on new information technology processes and ways to execute the same to ensure the best customer experience.

● Give direction and guidance to guarantee the consistent achievement of key performance metrics.

● Coaching and managing the performance of agents and the entire team.

● Assist with ensuring PCI compliance is met in every customer interaction.

● Solve customer queries via methods of phone, chat, emails, or tickets.

● Employ intensive analytical skills when assisting customers with billing, membership renewal or canceling, technical issues regarding iOS, Android, and Windows devices, and technical issues regarding Windows and iOS software.

● Maintain knowledge of all company products, services, and promotions.

● Resolve issues resulting from direct inbound customer calls, transferred calls from other CSAs, trouble tickets, or escalation.

• Skilled in processing healthcare claims with accuracy and efficiency, ensuring timely resolutions for members.

• Provide detailed benefit information to customers, including complex Medicare policy explanations.

• Effectively communicate policy, state, and Medicare limitations to internal office staff to support compliance and decision-making.

• Team Lead Responsibilities:

• Mentor and support new agents through group coaching and one-on-one assistance.

• Assist with live calls, helping agents navigate challenging situations and ensure quality service.

• Identify performance gaps and implement tailored solutions to improve team effectiveness.

• Contribute to training and onboarding by supporting nesting classes and facilitating a smooth transition into production roles.