Job Information
Kaiser Permanente Customer Service Operations Intermediate in San Diego, California
Job Summary:
Functions as a member of the Operations Team for the Call Center and maintains joint accountability with CSR for the overall operations of the Call Center. Maintains superior standards for productivity and service quality through one-on-one training and coaching of Customer Service Representatives, utilize monitoring and tracking systems, and recommending process changes and enhancements. Utilizes technologies, of a complex nature to conduct day to day work. May require independent judgment to provide solutions. Requires extensive knowledge of the organization, products, and/or services. Handles problem resolution which may require follow-up and/or escalation to a higher level of expertise.
Essential Responsibilities:
Full use of application of standard principles, theories, and techniques.
Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
Works on problems of moderate scope where analysis of situations or data requires a review of variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive working relationships internally and externally.
Basic Qualifications:
Experience
Minimum three (3) years of customer service experience.
Education
High School Diploma or General Education Development (GED) required.
License, Certification, Registration
N/A
Additional Requirements:
Proficiency with Kana.
Proficiency with online scheduling.
Proficiency with i-file.
Proficiency with operational monitoring software.
Must be able to work in a Labor/Management Partnership environment.
Preferred Qualifications:
N/A
COMPANY: KAISER
TITLE: Customer Service Operations Intermediate
LOCATION: San Diego, California
REQNUMBER: 1355326
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.