Supervisor, Member Services - TruHome Solutions

Job description

Summary This position will largely be responsible for assisting members who have been escalated by our member service specialists. Helping handle these more difficult inquiries in a pleasant, professional, and efficient manner and leading the team by example with a sense of urgency to both client and service level needs. The Supervisor will also be expected to regularly assist the Department Manager through oversight of daily call center activities, and proactively identifying team needs, weaknesses, and improvement opportunities. SUPERVISES: Supervises up to 10 Member Services Specialists. This individual is responsible for performing monthly call monitor activities of each team member, providing ongoing coaching and training, and participating in the annual review process. Duties & Responsibilities: - Assume responsibility and assist in the resolution of more complex inquiries and complaints escalated by team members. - Respond to customer inquiries in a prompt and courteous manner, interpreting questions and/or requests and ensuring timely resolution and documentation of issues. - Present a positive, successful image of THS through a professional demeanor and caring approach wit...