Customer Service Operations Intermediate
Primary Location San Diego, California
Worker Location Remote
Job Number 1355326 Date posted 05/08/2025
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Description:
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.
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
Primary Location: California,San Diego,California Service Center - Rio S.D.
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 09:00 AM
Working Hours End: 05:30 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Remote
Employee Status: Regular
Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee
Job Level: Entry Level
Department: Po/Ho Corp - Medicaid_Charitable Coverage - 0315
Pay Range: $27.54 - $35.59 / hour
Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: No
Remote: Work location is the remote workplace (from home) within KP authorized states.
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status. Submit Interest
Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status. Submit Interest
