SUMMARY
TheCustomer Service Team Lead plays a key role in ensuring the smooth operation of the customer service team by providing guidance, training, and operational oversight.
RESPONSIBILITIES
- Supports the Supervisor, Customer Service and is responsible for day-to-day operational functions
- Assists team members in customer service by answering their questions in a timely manner.
- Provides call resolution on escalated calls, seeking advice from members of leadership if needed.
- Resolves customer issues and demonstrates confidence in doing so on the phone or while assisting team members.
- Conducts side-by-side evaluations and/or coaching for each team member.
- Coaches and demonstrates best practices for answering phones.
- Manages the section staff by monitoring length of phone calls, personal time, faxing, extended breaks and lunches, etc.
- Ensures new hires have appropriate training and resources to perform their daily duties.
- Assists in taking calls to clear the queue.
- Performs other duties as assigned.
JOB REQUIREMENTS
- Requires a high school diploma or equivalent.
- Minimum three years of call center experience or two years in Customer Service.
- Proficient reading, writing, and math skills.
- Must be able to work flexible schedules.
- Computer literacy with the ability to learn customer service software applications.
- Excellent oral and written communication skills.
- Bilingual communication skills in both English and Spanish preferred.
- Superb phone and soft skills, including active listening, independent problem-solving, and responding professionally and compassionately.
- Ability to navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call.
- Demonstrated organizational skills and ability to prioritize.
- Must have attributes for a team leader committed to growth and development of the customer service team.
- Proficient in Microsoft Office and Outlook.Data Entry and proficient keyboard skills
#LI-REMOTE
Licensing Requirements
Must be able to secure and maintain, at a minimum, a Property and Casualty Insurance License and remain eligible for an insurance license in the state of employment for the duration of the position.
- Courses to obtain licensure, certification, designations, or prepare for testing, as well as the test itself, will be paid for by the Company. Although the cost of the training materials, fees and/or testing for licensing and certifications are covered by First Acceptance, the amount will be considered as a loan.
- This loan will be forgiven after a year of service has passed since the training event. First Acceptance shall be authorized to pursue appropriate collections efforts as deemed necessary (not applicable in CA and IL).
- The incumbent must make adequate progress during the pre-licensing course and pass the state exam. Progress will be measured through pre-tests and training observations.
- Employment is contingent upon adhering to the established pre-licensing course timeline. Because the role requires a license to discuss and endorse an insurance policy, failure to make adequate progress in pre-licensing training or becoming a licensed agent could result in termination of employment.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to do manual tasks, which may include the use of hands to finger and handle controls. Tasks may also require the ability to talk or hear. The employee will frequently sit, bend, and reach with hands and arms and is occasionally required to stand and walk. The employee may occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Other abilities include possessing the capacity to learn, concentrate, think, and read. Oftentimes the employee will be communicating and interacting with others while working.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments.
As a Team Member at First Acceptance Insurance Company, you will be part of a growing organization that continues to evolve and positively impacts the lives of our team members and customers.
We are looking for team members that engage – who take responsibility for themselves and take care of their customers and colleagues. Ideal candidates can compose themselves under pressure, have a “make It right” mindset, and focus their energies on solving problems. This means you’ll be supported by a team with all these qualities, too. If this sounds like the kind of team you’d like to join, we want to hear from you!
First Acceptance Insurance Company offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants are considered for position and are evaluated without regard to mental or physical disability, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state or federal status unrelated to the performance of the work involved.
