Lead Member Services Representative

Lead Member Services Representative Bonita Springs, FL Job Details Full-time 1 day ago Qualifications Microsoft Excel Phone communication Mid-level Team development Bachelor's degree Productivity software Escalation handling Call center management Communication skills Client interaction via phone calls Full Job Description We're looking for a proactive and dedicated Lead Member Services Representative to support the daily operations of our call center and help drive a positive, high‑performing team environment. In this role, you'll partner closely with leadership to identify opportunities, resolve challenges, and ensure our team delivers an exceptional customer experience. You'll also take calls as needed and play a key role in coaching and developing agents. Weekend availability is required. What You'll Do Achieve individual performance goals while helping the team meet overall targets Foster a strong, collaborative team culture through effective communication and support Identify and report issues related to systems, processes, or technology to ensure smooth operations Monitor key call center metrics, including abandonment rate, average speed of answer, service levels, and workflow queues Support interpreter services when needed and complete reversals Handle escalated/supervisor-level calls with professionalism and problem-solving expertise Provide real-time coaching and feedback to representatives; review training materials to reinforce understanding Respond to Call Center Helpline inquiries and email templates Assist the Call Center Manager with additional duties as assigned What You Bring Bachelor's degree or equivalent relevant work experience 3+ years of call center experience , preferably in a fast-paced environment Strong communication skills—written and verbal Ability to multi-task and remain organized under pressure Proficiency in Microsoft Word and Excel preferred Demonstrated reliability and commitment to excellence We are an equal opportunity employer.