Remote Customer Service Team Lead
New
United States, 12:00pm-9:00pm EST, 11:00am-8:00pm ESTFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- Four (4) years of claims processing or related business experience
- Required Skills
- Problem SolvingCustomer serviceMicrosoft OfficeOrganizational skillsTime Management
Requirements
- Bachelor's degree from an accredited college or university preferred.
- Leadership experience in a high volume call center environment and four (4) years of claims processing or related business experience (or equivalent combination of education and experience) required.
- Insurance or financial services industry experience preferred.
- Creative, solutions-oriented approach to customer service while maintaining professionalism.
- Excellent oral and written communication skills with an authentic, engaging and personable communication style, including presentation skills.
- PC literate, including Microsoft Office products.
- Strong problem-solving and escalation-resolution skills.
- Strong organizational and time management abilities in a high volume environment.
- Ability to maintain confidentiality and exercise sound judgment.
- Ability to work in a team environment.
- Ability to handle multiple conflicting priorities.
Responsibilities
- Answers inbound calls from insureds/policyholders, adjusters, hotels, and property managers in a professional, friendly, and compassionate manner.
- Serves as the primary point of contact for escalated housing-related inquiries, demonstrating advanced service and problem-solving skills.
- Acts as the go-to resource for associates by providing guidance, direction, and real-time support.
- Leads by example by actively handling inbound calls, emails, and housing tasks during high-volume periods.
- Monitors dashboards to track call volume, queue activity, and service-level performance.
- Delegates tasks based on daily volume, staffing needs, and operational priorities.
- Motivates team members to meet productivity and quality metrics while maintaining positive morale.
- Provides critical thinking and decision-making support to resolve complex housing issues.
- Serves as the sole onsite leader during weekend shifts, demonstrating initiative, reliability, and accountability.
- Supports daily customer service operations through inbound calls and electronic communication.
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