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CSR Lead

at logisticare

Posted: 10/24/2017
Job Reference #: 5000260432006

Job Description

Job Title

CSR Lead

Requisition Number


Job Description

LogistiCare seeks a Lead Customer Service Representative (CSR) to work various shifts. The schedule may be rotational and may require shift flexibility to include holidays. Qualified candidates will have 2-5 years heavy phone volume customer service experience to include 1 years lead or supervisory experience; previous call center experience is mandatory.

- Oversee functions of Customer Service Representatives (CSR's)

- Establish and maintain good working relationship with providers, clients, co-workers, and regional office personnel

- Comply with LogistiCare rules and procedures

- Complete agent reports and report stats to Call Center management

- Assist Call Center management in performing 90 day and annual evaluations of CSRs

- Coordinate work schedules, vacation and leave requests of CSRs

- Maintain daily and/or weekly report to Call Center management of all staff, provider and facility issues

- Monitor call stats, CSR aux work and call waiting times and maintain accurate call stat reporting to Call Center management weekly

- Perform other duties as assigned

LogistiCare is an Equal Opportunity Employer.

Work Location(s)

520 N Delaware Ave, Philadelphia, Pennsylvania 19123

Full-Time/Part Time




- Requires a High School Degree or GED

- 2-5 years heavy phone volume customer service experience to include to in-bound call center/customer service experience

- 1 years demonstrated experience leading and supervising staff

- Previous call center experience is required

- Superior customer service and phone skills, problem solving, time management, and organizational skills

- Exemplary soft skills to include, but not limited to, excellent verbal and written communication skills

- Demonstrated initiative

- Demonstrated experience leading staff

- Ability to follow instructions and complete assignments in a timely manner

- Able to work independently and as a member of a team

- Proven experience dealing with crisis and ability to create processes that best benefits the entire team

- Ability to foster and maintain a positive environment

- Ability to promote teamwork and trust while motivating CSRs to reach peak performance

- Computer proficiency with MS Office Suite (Word, Outlook, Excel)

- Bilingual a plus

- Communication, Oral - Ability to communicate effectively with others using the spoken word

- Communication, Written - Ability to communicate in writing clearly and concisely

- Customer Oriented - Ability to take care of the customers' needs while following company procedures

- Interpersonal - Ability to get along well with a variety of personalities and individuals

- Energetic - Ability to work at a sustained pace and produce quality work

- Flexibility - Must be able to work varying shifts and have the ability to fill-in when necessary

- Reliability - The trait of being dependable and trustworthy

- Management Skills - Ability to organize and direct oneself and effectively supervise others

Environmental and Working Conditions:
- Entire work time is conducted in an office setting

Physical and Mental Requirements:

- Must be able to understand and follow complex instructions