Customer Service Team Lead jobs in United States
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Delta Dental of Michigan · 17 hours ago

Customer Service Team Lead

positionUnited States
timeFull-time
remoteRemote
seniorityEntry, Mid Level
date2+ years exp

Delta Dental of Michigan is dedicated to improving oral health through benefit plans and community support. They are seeking a Customer Service Team Lead to provide support to customer service representatives, assist with escalations, and monitor call center activities to ensure efficient resolution of customer issues.

Health Care
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H1B Sponsor Likelynote

Responsibilities

Oversees the customer escalation queue and provides direction for appropriate resolution
Analyzes, identifies, troubleshoots and provides resolution on technical issues within the call center
Monitors call center activities in real time, in collaboration with Workforce Management, and performs outreach to support customer service staff
Communicates with contacts in various departments to solve time sensitive and high priority customer issues
Reviews reports and follows up with appropriate staff to ensure all open cases are handled in a timely manner according to established guarantees
Collaborates with management to identify trends, coaching and developmental needs, process improvements, and training of customer service representatives
Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above

Qualification

Call center experienceDental terminology knowledgeProblem analysisResolutionWord processing proficiencySpreadsheet proficiencyAdvanced de-escalation skillsTrend identificationEffective communicationTime management skills

Required

Associate's degree in business administration or a related field
Two years of experience in a call center environment
Intermediate knowledge of word processing and spreadsheets
Knowledge of dental terminology, procedures, insurance products, and claims processing
Ability to analyze and resolve complex problems
Ability to identify, research and resolve customer complaints/issues
Ability to handle multiple projects and deadlines
Advanced de-escalation and soft skills
Effective written and verbal communication and time management skills
Ability to make informed decisions quickly
Ability to identify trends and opportunities
Ability to work flexible hours including some weekends

Company

Delta Dental of Michigan

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Delta Dental of Michigan, with its affiliates in Arkansas, Indiana, Kentucky, New Mexico, North Carolina, Ohio and Tennessee
dateFounded in 1957
location
Okemos, Michigan, USA
people-size501-1000 employees
web-link
http://www.deltadentalmi.com/

H1B Sponsorship

Delta Dental of Michigan has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (20)
2024 (20)
2023 (15)
2022 (23)
2021 (18)
2020 (14)

Funding

Current Stage
Late Stage

Leadership Team

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Jed Jacobson
Chief Science Officer/Senior Vice President
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Andrew Woodard
Vice President, Chief Information Security Officer
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Company data provided by crunchbase