Lead Escort / 40 Hours / Midshift 12p-830p/ BWH Central Transport
Mass General Brigham
Summary
Responsible for overseeing customer service representatives and ensuring the delivery of high-quality customer service by managing the team's performance, providing guidance and support, and fostering a positive customer experience.
Job description
Job Summary
Responsible for overseeing customer service representatives and ensuring the delivery of high-quality customer service by managing the team's performance, providing guidance and support, and fostering a positive customer experience.
Essential Functions (Key Roles & Responsibilities)
- Lead and supervise a team of customer service representatives, providing direction, guidance, and support.
- Handle escalated customer inquiries, complaints, or complex issues that require a higher level of expertise.
- Identify training needs and provide coaching or training sessions to enhance the skills and knowledge of team members.
- Provide regular feedback to team members, recognize achievements, and address performance issues in a timely and constructive manner.
- Implement and enforce quality control measures to ensure consistent and excellent customer service.
- Continuously evaluate customer service processes and identify opportunities for improvement.
- Handle escalated customer issues that cannot be resolved by customer service representatives.
- Performs other duties as assigned.
- Complies with all policies and standards.
Qualifications
Education: Some High School Completed required; Bachelor's Degree in a related field of study preferred. Experience in lieu of a degree is not accepted.
Work Experience: Customer Service Experience 3-5 years required; Leadership/Supervisory Experience 1-2 years required.
Knowledge, Skills and Abilities
- Familiarity with customer service best practices, techniques, and standards is essential.
- Ability to motivate and inspire a team, delegate tasks, provide guidance and support, and resolve conflicts.
- Excellent verbal and written communication skills.
- Strong problem-solving skills to address customer inquiries, complaints, and complex issues.
- Strong interpersonal skills, including the ability to establish rapport, resolve conflicts, and maintain professional relationships.
- Excellent organizational skills to manage multiple tasks, prioritize responsibilities, and meet deadlines.
Requirements
- Some High School Completed required
- Bachelor's Degree in related field preferred
- Customer Service Experience 3-5 years required
- Leadership/Supervisory Experience 1-2 years required
- Familiarity with customer service best practices, techniques, and standards
- Ability to motivate and inspire a team, delegate tasks, provide guidance and support, and resolve conflicts
- Excellent verbal and written communication skills
- Strong problem-solving skills
- Strong interpersonal skills
- Excellent organizational skills
Benefits
- Competitive base pay
- Career advancement opportunities
- Differentials
- Premiums
- Bonuses
- Recognition programs
Company overview
Mass General Brigham is one of the largest integrated healthcare delivery systems in the United States, formed through the merger of Massachusetts General Hospital and Brigham and Women's Hospital. Based in Boston, Massachusetts, this academic medical center system operates multiple hospitals, specialty facilities, and community health centers throughout New England. The organization is renowned for its world-class patient care, cutting-edge medical research, and comprehensive medical education programs. As a teaching affiliate of Harvard Medical School, Mass General Brigham trains the next generation of healthcare professionals while advancing medical science through groundbreaking research initiatives. The system provides a full continuum of healthcare services, from primary care and preventive medicine to complex specialty treatments and emergency services. With a focus on innovation and patient-centered care, Mass General Brigham consistently ranks among the top hospital systems in the nation for clinical excellence and research output.