[Remote] Customer Service Team Lead, Medicare Advantage

Note: The job is a remote job and is open to candidates in USA. Mass General Brigham is a not-for-profit organization dedicated to advancing patient care, research, teaching, and community service. They are seeking a Customer Service Team Lead to oversee customer service representatives, ensuring high-quality service delivery and managing team performance to foster a positive customer experience.


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.

Skills

  • Some High School Completed
  • Bachelor's Degree Related Field of Study

Benefits

  • Comprehensive benefits
  • Career advancement opportunities
  • Differentials
  • Premiums and bonuses as applicable
  • Recognition programs designed to celebrate your contributions and support your professional growth

Company Overview

  • Mass General Brigham specializes in providing medical treatments and health diagnostics services. It was founded in 1994, and is headquartered in Somerville, Massachusetts, USA, with a workforce of 10001+ employees. Its website is https://www.massgeneralbrigham.org.

    • Company H1B Sponsorship

  • Mass General Brigham has a track record of offering H1B sponsorships, with 73 in 2025, 61 in 2024, 93 in 2023, 70 in 2022, 80 in 2021, 29 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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