Customer Service Lead
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Job Description
Customer Service Lead managing a team in an insurance contact center. Providing high-quality service and handling complex inquiries in a remote capacity.
Responsibilities:
- Lead and support customer service representatives, modeling high-quality service and professionalism.
- Monitor call queues, staffing levels, and service metrics to meet performance targets.
- Serve as a primary resource for operational questions, training, and issue resolution.
- Handle complex customer and policyholder inquiries across phone, email, and documentation workflows.
- Process insurance documents accurately and maintain up-to-date customer records.
- Collaborate with internal teams to resolve issues and support continuous improvement.
Requirements:
- High school diploma or equivalent experience.
- 7+ years of customer service or contact center experience; prior Lead/Specialist experience preferred.
- Strong written and verbal communication skills.
- Typing speed of 40+ WPM and strong technical proficiency.
Benefits:
- medical, dental, and vision coverage
- wellness plans
- parental leave
- adoption assistance
- tuition reimbursement
- Paid Time Off
- paid holidays
- 401(k) plan with company match
- employee stock purchase plan
- commuter benefits
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