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Providence Health & Services Senior Customer Service Technical Specialist in Burbank, California


Providence St. Joseph Health is calling a Senior Customer Service Technical Specialist to our location in Burbank, CA.

We are seeking a Senior Customer Service Technical Specialist to improve service quality by analyzing recorded and written service responses, providing training and communicating relevant, critical and changing information to the team, among other activities.

The work will focus on defining and assessing individual performance against established indicators, developing and revising training and documentation to improve identified performance gaps, and identifying and leading quality improvement projects to streamline and improve business processes. This position requires strong communication skills both writing and verbal. Performs all duties in a manner which promotes team concept and reflects the Sisters of Providence mission and philosophy.

In this position you will have the following responsibilities:

  • Trains, coaches, and mentors employees on how to deliver the best customer service possible.

  • Investigate customer's problems and find solutions and communicate with customers via phone, email, or letter.

  • Handle major incidents that cannot be resolved by administrators and resolve complaints

  • Provide scripts to read from during phone calls.

  • Train agents on how to adequately address problem over the phone or how to write correspondence.

  • Ask customers to provide feedback on agents and customer service experience.

  • Isolate and identify areas of improvement.

  • Analyze data and statistics. Compile and print reports on overall customer satisfaction.

  • Work with management on customer service initiatives.


Required qualifications for this position include:

  • High School Diploma or General Education in Liberal Arts.

  • At least 2 years of Customer Service or Call Center management experience.

  • At least 5 years of previous customer service/call center representative experience.

  • Ability to define and identify conflict styles, causes, and methods for handling conflict can improve the department’s productivity. Interpersonal skills to develop highly effective teams that are built upon consensus, effective meetings, social style understanding and relationships.

  • Excellent organizational, analytical, problem solving skills and decision making capabilities required. Ability to lead cross functional project teams independently.

  • Demonstrated teaching, training content development, coaching and leadership skills.

  • Ability to provide technical direction for multiple personnel.

  • Superior interpersonal and communication skills, both verbal and written.

  • Good negotiation skills.

Preferred qualifications for this position include:

  • Bachelor's Degree in Education, health science, related field or equivalent education/experience.

About the department you will serve.

Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Analytics/Business Intelligence

Location: California-Burbank

Req ID: 243836