Introduction to Optum and Our Mission
Optum, a global organization, is dedicated to delivering care aided by technology to help millions of people live healthier lives. Our team's work directly improves health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. We pride ourselves on a culture guided by diversity and inclusion, where talented peers, comprehensive benefits, and career development opportunities come together. By joining us, you will be part of a journey to advance health equity on a global scale, making a real impact on the communities we serve.
Job Overview
This Lead Customer Service Representative role is centered on driving customer service excellence through team leadership, managing escalated issues, and contributing to service strategy and process improvements. As the center of excellence in our contact center, you will be the expert in providing a seamless and proficient customer experience. Your primary focus will be on delivering exceptional customer service by addressing inquiries, resolving issues, serving as an advocate for clients and members, and maintaining high standards of service delivery in alignment with our department's objectives.
Key Responsibilities
- Shadow supervisor/manager and mentor a team of customer service representatives to ensure the delivery of high-quality service.
- Monitor delegated customer service issues to ensure timely and accurate resolution.
- Use appropriate communication techniques when responding to customers, particularly in stressful situations.
- Act as the first point of contact for escalated customer issues, ensuring timely and effective resolutions.
- Manage and support strategic client relationships, fostering trust and satisfaction.
- Drive process enhancements and implement best practices to improve team efficiency and service delivery.
- Be accountable for meeting team KPIs and maintaining service level standards.
- Ensure compliance with data privacy and security policies.
Essential Qualifications
To be successful in this role, you will need:
- A High School Diploma / GED.
- 3+ years of experience in a related environment (e.g., customer service or financial services), using phones and computers as primary job tools.
- To be at least 18 years of age.
- Ability to work full-time, Monday - Friday between 8:30am – 6:00pm MST, including the flexibility to work occasional overtime given the business need.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Advanced training or certification in leadership and service management.
- Prior experience in a lead role within a customer-focused environment.
- Advanced technical knowledge of CRM platforms and data analytics tools.
- Technical knowledge of customer service practices and CRM systems.
Telecommuting Requirements
As this role is national remote, you will need:
- The ability to keep all company-sensitive documents secure (if applicable).
- A dedicated work area established that is separated from other living areas and provides information privacy.
- To live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.
Soft Skills
We are looking for individuals with:
- Advanced problem-solving and decision-making skills.
- Effective interpersonal and communication abilities.
- Ability in team leadership and process optimization.
- Strategic planning, coaching, and performance management skills.
- Technical knowledge of company products, services, and operational procedures.
Compensation and Benefits
For California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, or Rhode Island residents, the hourly range is $19.47 - $38.08 per hour. Pay is based on several factors, including education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).
Our Commitment to Diversity and Inclusion
At UnitedHealth Group, we believe everyone deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. Diversity creates a healthier atmosphere, and we are an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Conclusion
This Lead Customer Service Representative role offers a unique opportunity to drive customer service excellence, advance health equity, and grow with a global organization. If you are a motivated and talented professional looking for a challenging and rewarding role, we encourage you to apply. Join us to start Caring. Connecting. Growing together.
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