Customer Service Representative Lead (1831)

Job Purpose:
- The Customer Service Representative III – Lead assumes daily clerical operation of the assigned facility. Coordinates standard operating procedures for the office and maintains a professional atmosphere.

Key Responsibilities:
- Lead and supervise a team of customer service representatives, providing guidance, support, and training to enhance their performance and professional development.
- Develop and implement customer service policies and procedures to ensure consistent and high-quality service delivery.
- Monitor and evaluate team performance, providing feedback and implementing improvement plans as necessary to meet service goals.
- Handle escalated customer inquiries and complaints, ensuring timely and effective resolution while maintaining a high level of customer satisfaction.
- Collaborate with other departments to streamline processes and improve service delivery, ensuring alignment with organizational objectives.
- Analyze customer feedback and service metrics to identify trends and areas for improvement, recommending and implementing solutions.
- Prepare and present regular reports on customer service operations, performance metrics, and improvement initiatives to management.
- Stay updated on industry trends and best practices to continually enhance the customer service experience at LIFESTREAM BEHAVIORAL CENTER.