Customer Service Lead Representative

Role: Customer Service Lead Representative
Pay Rate: $27.50 per hour, paid weekly
Location of Assignment: Fully Remote
Schedule: Monday – Friday, Standard Business Hours
Assignment Length: Initial 6 months, opportunity for extension/conversion pending performance, attendance and business need
Target Start Date: 09/29/2025, upon completion of new hire onboarding

Job Description:

We are seeking a Customer Service Lead Representative to join our team on a 6-month contract. This fully remote role requires a highly skilled individual with deep technical expertise in customer service and a proven ability to handle complex issues with professionalism and efficiency.

Key Responsibilities:

• Serve as a technical expert in customer service with in-depth knowledge of policies, procedures, and practices.

• Investigate and resolve escalated or complex customer issues, complaints, and inquiries across multiple channels.

• Act as a liaison between major customers, Health Plans, Service Centers, and internal departments.

• Ensure issues are resolved in a timely manner while maintaining customer satisfaction and compliance with company standards.

• Provide coaching, guidance, and direction to junior team members, promoting knowledge sharing and process improvement.

• Operate independently with minimal supervision while managing multiple priorities effectively.

Qualifications:

• Proven experience in a senior or lead customer service role, preferably in healthcare, insurance, or a related field.

• Strong problem-solving and decision-making skills with the ability to de-escalate challenging situations.

• Excellent verbal and written communication skills.

• Ability to work independently and handle sensitive customer concerns with discretion.

• Familiarity with CRM tools and customer support platforms is a plus.

• Must be detail-oriented and highly organized.
  
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