Customer Service Team Lead
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Job Description
Team Lead providing exceptional customer support for Sedgwick’s temporary housing line. Leading a team in customer service, operational oversight, and task delegation.
Responsibilities:
- Provide exceptional customer support on Sedgwick’s primary temporary housing line.
- Serve as a working team lead responsible for daily operational oversight, task delegation, and frontline leadership.
- Support policyholders, adjusters, hotels, and partners with housing-related inquiries.
- Assist with inbound calls, hotel bookings and extensions, billing-related questions, and administrative functions.
- Act as the primary decision-maker during assigned shifts.
- Support escalation management and monitor real-time volume.
- Actively perform all customer service duties alongside the team.
- Accurately and efficiently enter new housing claims into internal systems.
- Monitor inbound email queues for claim questions, approvals, and new housing requests.
- Extend hotel stays for clients currently in-house and book hotels when necessary.
- Audit hotel folios and related claims for billing accuracy, compliance, and documentation.
- Manage IVR call flow and routing based on real-time call volume.
- Motivate team members to meet productivity and quality metrics.
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.
- 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.
Benefits:
- Flexible work arrangements
- Professional development opportunities
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