Overview Superior Ambulance Service is the largest independent, locally owned and operated Emergency Medical Service provider in Northern Illinois and Northwest Indiana. We provide wheelchair transportation, Basic Life Support, Advanced Life Support, and Critical Care Ground Transportation; as well as Critical Care Rotary Air Transportation. Much of our proven success is attributable to the exceptional, compassionate customer service provided by our employees. Job Summary: The Lead Customer Service Representative is responsible for assisting customers in arranging multiple types of transportation including but not limited to, emergent and non-emergent ambulance transport, critical care transports, and transportation for wheelchair bound patients. Monitoring the Finesse dashboard, facilitating breaks and lunches for all Customer Service Representatives. Walking the floor to monitor the uniform policy standards which includes the Electronic Device Policy. Monitoring the Gantt and reviewing all calls for quality assurance. Responsibilities + Monitoring the Gantt and reviewing all calls for quality assurance + Walking the floors to assist customer service representatives + Handle customer complaints + Provide information and assistance for customer service inquires as needed + Provide supportive and accurate information to customers to better assist them + Develop effective solutions for customer service issues + Report any necessary concerns or issues to the customer service supervisor or dispatch supervisor + Detail oriented + Ability to excel in high-stress environment + Adapt to frequently changing policies + Reviewing calls with Customer Service Reps + Monitor CSR’s breaks and ready status + Ability to learn policies and procedures for facilities and recognizing when to apply them + Other duties as assigned Qualifications + Ability to type 30 wpm or better + EMD and CPR certification + Medical background is a plus Check out our career site benefits page to learn about our comprehensive benefits options that include medical, vision, dental, 401k, disability, FSA, HSA, vacation and paid time off here: https://www.superiorambulance.com/benefits/ . Superior Ambulance Service is committed to attracting and retaining the best talent. We are an Affirmative Action/Equal Opportunity Employer. Qualified applicants of all backgrounds are encouraged to apply. M/F/D/V Salary Range USD $22.00 - USD $24.00 /Hr. rates offered based on years of experience and full time scheduled templates