Top 18 Senior customer service representative Jobs in San Antonio Tx

SR CUSTOMER SERVICE REPRESENTATIVE
The Center for Health Care Services —San Antonio, TX
- $21.17 - $21.94 an hour
- Monday to Friday
- Basic math
- HIPAA
- Research
Sr Wellness Cust Svc Rep
HEB —San Antonio, TX
- Full-time
- Hybrid work
- Mid-level
- 3 years
- High school diploma or GED
11d
Lead, Customer Care Operations
Petco —San Antonio, TX
- Full-time
- Remote
- Mid-level
- 8 years
- Bachelor's degree
- Health insurance
- 401(k)
Senior Director, Customer Success (RapidScale)
Cox Communications —San Antonio, TX
- $148,500 - $247,500 a year
- Full-time
- 7 years
- Bachelor of Science
- Bachelor's degree
- Paid jury duty
- Paid holidays
10d
Senior Member Services Representative
University Health —San Antonio, TX
- $18.75 - $24.25 an hour
- Full-time
- HIPAA
- Mid-level
- Business
- Health insurance
Senior Manager, Member Services
Wider Circle —San Antonio, TX
- $90,000 - $115,000 a year
- Full-time
- Remote
- Google Workspace
- 7 years
- HIPAA
- Health insurance
- Dental insurance
Quick Apply
Senior Client Service Manager - Employee Benefits (HYBRID)
Gallagher Benefit Services —San Antonio, TX
- Full-time
- High school diploma or GED
- Supervising experience
- Bachelor's degree
- Paid parental leave
- Health savings account
Client Group Onboarding & Transitions Senior Analyst
AllianceBernstein —San Antonio, TX
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Public speaking
- Opportunities for advancement
Manager Client Solutions Sr
Acosta —San Antonio, TX
- $72,600 - $90,800 a year
- Full-time
- Microsoft Outlook
- Business development
- Bachelor's degree
Quick Apply
9d
Senior Client Services Agent (Medicare)
LONE STAR INSURANCE SERVICES INV —San Antonio, TX
- Spanish
- English
- Supervising experience
8d
Senior Client Services Representative
The Family Practice for Pets - Kitty Hawk Animal Hospital and Turning Stone Animal Hospital —Universal City, TX
- Analysis skills
- Organizational skills
- Senior level
Quick Apply
Senior Manager - Service Delivery (San Antonio)
Goosehead Insurance Agency —San Antonio, TX
- Full-time
- Senior level
Global Tax Technology Customer Success and Strategy Leader, Senior Manager
Deloitte —San Antonio, TX
- 5 years
- Research
- Travel
2d
Bilingual Sr. Consumer Loan Specialist - Sales Customer Service
Republic Finance, LLC —San Antonio, TX
- $36,000 a year
- Full-time
- Spanish
- Pass drug screening
- Mid-level
- Paid holidays
- Disability insurance

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SR CUSTOMER SERVICE REPRESENTATIVE

The Center for Health Care Services -
San Antonio, TX

Apply Now

Job Details

$21.17 - $21.94 an hour

Qualifications

Staff supervision
Safety protocol adherence
Team supervision
Managing teams in a customer support role
Employee relationship building
Research
Administrative experience
High school diploma or GED
Safety equipment

Full Job Description

GENERAL SUMMARY
The Senior Customer Service Representative (SCSR) is the primary contact for complex/escalated calls. The SCSR serves as a "go-to" in the department- guiding Customer Service Representatives in their execution of assigned tasks and ensuring that their services are of maximum satisfaction to customers. This role serves as the mediator between Call Center Representatives and CHCS leadership by ensuring employees have access to information needed to service all customers.

ESSENTIAL DUTIES & RESPONSIBILITIES
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

Acts as the primary liaison between Customer Service Representatives and department leadership to ensure the appropriate and timely dissemination of communication.
Assists with managing the workload distribution of the department in the absence of a supervisor including (but not limited to) answering calls, rotating assignments, and managing call volumes.
Collaborates with department supervisors to identify multiple creative ways to support Customer Service Representatives. Examines business efficiencies and create ways to maintain or improve productivity.
Conducts thorough research and reviews performance data to understand and apply appropriate solutions to escalated issues.
Demonstrates ability to use all new phone scripts and processes established for centralized scheduling or client calls.
Forms communication methodology to keep all employees within the department updated with any changes that impact the CHCS programs that are serviced through the Call Center.
Monitors live calls and provides on “on the spot” coaching and scoring of calls.
Participates in emergency preparedness drills and executes key role in emergencies as instructed by the Safety Department.
Provides mentorship to Customer Service Representatives within the department and helps establish best practices for the department.
Provides support in responding to complicated staff/consumer request or inquires.
Records pertinent information into department Communication that includes (but not limited to): consumer/employee complaints, equipment problems/repairs, notable incidents, safety issues and concerns, and any other information that needs to be communicated to other team members/supervisor.
Resolves staff/consumer issues with “one call” resolution.
Reviews Communications at the beginning of each shift.
Reviews daily and weekly reports with Supervisors and provide suggestions to enhance team performance.
Utilizes advanced de-escalation methods to assist irate callers and ensures complaints are followed through the resolution phase.
Performs other related duties as required.

MINIMUM ENTRANCE QUALIFICATIONS
Education and Experience

High School diploma or GED equivalency and at least one (1) year of customer service or administrative experience, preferably in the healthcare/medical field.
1-2 years’ experience in a call center or customer service-related position with progressive responsibility.
Previous experience in a team lead or similar role.

Licenses or Certifications

None

Other Requirements

Must maintain required credentials and mandatory training requirements to ensure compliance with all State regulations and CHCS policies.
Must be familiar and comply with CHCS safety policies and rules.
Must use all appropriate safety equipment, features, and procedures established by CHCS and immediately report all unsafe conditions to the department manager.
Adheres to CHCS behavior principles and the personal obligation to report any activity that appears to violate applicable laws, rules regulations or the Behavioral Principles itself.

PREFERRED QUALIFICATIONS

Bilingual (English/Spanish) preferred. Language Proficiency Pay (LPP) payments are subject to successful testing, certification by CHCS Payroll, and availability of funding. Funding may be renewed in subsequent fiscal years but is not guaranteed. Experience using multiple systems/applications simultaneously.
Experience utilizing customer service de-escalation techniques.
Experience leading/coaching and providing feedback to other employees in a developmental manner.

SUPERVISION

Work requires providing guidance and the potential to oversee another employee. This position may oversee work quality, training, instructing, and work assignments.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES
Knowledge of:

Applicable software applications.
Call Center concepts, practices, procedures and systems.
CHCS behavior principles.
CHCS medical records policy and procedure.
CHCS programs and services provided.
Contract requirements.
HIPPA requirements.
Modern office procedures, methods, and computer equipment.
Service codes for insurance.

Skilled in:

Customer service.
Employee development, coaching and/or mentoring.
Listening to understand what is truly being said.
Organization and time management.
Performing a variety of duties, often changing from one task to another of a different nature.
Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios.
Performing detailed tasks with minimal or zero errors.

Ability to:

Accurately organize and maintain paper documents and electronic files.
Adapt and thrive in a fast-paced environment.
Adapt to rapidly changing technologies.
Effectively and professionally communicate, both verbally and in writing.
Establish and maintain effective working relationships.
Maintain composure and professionalism with demanding, irate, or hostile customers.
Maintain the confidentiality of information and professional boundaries.
Meet schedules and deadlines of the work.
Motivate teams and creatively achieve goals.
Understand and carry out oral and written directions.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must have adequate mobility that requires frequent walking, standing, bending, stooping, kneeling, reaching (vertical and horizontal), using fingers, hands, feet, legs and torso in various care.

Monday - Friday 7am - 4pm 6655 First Park Ten - CSS Plaza

Code : 6861-3

HOURLY RATE RANGE: $21.17-$21.94

Apply Now

Refine Your Search

senior customer service representative jobs in san antonio tx

SR CUSTOMER SERVICE REPRESENTATIVE

Sr Wellness Cust Svc Rep

Lead, Customer Care Operations

Senior Director, Customer Success (RapidScale)

Senior Member Services Representative

Senior Manager, Member Services

Senior Client Service Manager - Employee Benefits (HYBRID)

Client Group Onboarding & Transitions Senior Analyst

Manager Client Solutions Sr

Senior Client Services Agent (Medicare)

Senior Client Services Representative

Senior Manager - Service Delivery (San Antonio)

Global Tax Technology Customer Success and Strategy Leader, Senior Manager

Bilingual Sr. Consumer Loan Specialist - Sales Customer Service

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