Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. Wellfleet works to protect people against risk throughout every stage of life – from grade school to college to the workplace.
Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet, headquartered in Springfield, Mass., is one of the nation’s leading providers of health and accident insurance products to the higher education market. Join our rapidly growing and fast paced health insurance organization in the Springfield, MA area.
The Customer Service Team Leader provides support to the Customer Service Department for all lines of business. The Customer Service Team Leader will provide high quality customer service while demonstrating a sense of urgency to meet customer’s needs. This role has several major areas of responsibility: Operational Support, Researching and Resolving Complex Issues, Monitoring Call Center Performance, and Technical Support. This position is also responsible for partnering with the Customer Service Leadership Team to monitor departmental compliance with performance guarantees, quality standards, and any applicable regulatory requirements. The level of leadership performed in each of these areas has a direct effect on the quality of customer service provided and meeting department performance standards.
In this role, you will…
Customer Service Operational Support

• Supporting key clients as determined by Customer Service Manager
• Ensure timely responses to calls, voicemails, and emails
• Assist Account Manager’s with questions and resources as needed
• Contribute agenda items for customer service meeting for training purposes and to improve efficiency
• Work with supervisors to evaluate team performance goals
• Work with individuals to facilitate improvements
• Review patterns and trends to identify team and individual training needs
• Assist the leadership team to ensure effective workflow, training, and quality within the team
• Establish and maintain a high level of positive working relationships with internal and external customers
• Other duties as assigned

Research and Resolve Complex Issues

• Research and resolve complex issues
• Work with stakeholder departments to resolve complex customer issues
• Mediate issues and diffuse irate customers by addressing customer concerns in a professional manner
• Collect information regarding escalated issues and collaborates with the leadership team for long term resolution

Monitor Call Center Performance and Metrics

• Monitor staffing and call volume in all queues to maintain service levels and assist by logging into the queues as needed
• Take appropriate action to shift priorities and staff to meet service levels performance guarantees
• Assist supervisors with schedules, lunches, and breaks to ensure proper phone coverage

Customer Service Technical Support

• Ensure all systems utilized by the Customer Service department are functioning properly
• Troubleshoot and help resolve technical issues related to hardware, software, system access, and system functionality
• Work as a direct contact between Customer Service and IT

We are looking for candidates with…

• Must have a strong knowledge and understanding of all Wellfleet products, benefit plans, and procedures
• Excellent oral, written, and interpersonal communications skills
• Dedication to providing exceptional customer service while maintaining confidentiality
• Ability to be flexible in prioritizing workloads to meet changing deadlines
• Ability to handle constantly changing situations with ease
• Excellent problem solving and critical thinking skills
• Ability to resolve complex escalated issues with various customers
• Must be customer focused and continually looking for areas of process improvement and building efficiencies
• Ability to assist with and triage technical issues
• Must have recent experience in the health insurance industry
• Minimum 3 years’ experience working in a customer service call center

Why Wellfleet?
Here at Wellfleet, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision.
Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.
Wellfleet offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress.
Are you interested in exploring a career at Wellfleet? Explore our open positions.
General:
Wellfleet is part of the MedPro Group family. As such, all Wellfleet team members are employees of MedPro Group Inc. We are an Equal Opportunity Employer. #LI-Onsite

Job Type: Full-time

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