Team Lead - Customer Service

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Named one of the Best Places to Work in Northeast Florida for the past two years, Brightway Insurance is a national property/casualty distribution company that sells through a network of franchises and independent agents throughout the U.S. The company is among the largest Personal Lines agencies in the country and has been recognized as a Franchise 500 company by Entrepreneur for seven years. Founded in 2008, Brightway has since grown to over 200 locations across 22 states serving customers in all 50 states, and we’ve been named one of the Fastest Growing Companies in Northeast Florida by the Jacksonville Business Journal for 11 consecutive years. At Home Office, our employees are focused on delivering holistic business support that empowers agents to sell more. 

 Brightway employees enjoy: 

· Competitive salary 

· Paid time off 

· Medical/Dental/Life/Disability Insurance 

· Market-leading 401(k) with 4% match 

· Tuition reimbursement regardless of course of study 

· Comprehensive paid training 

Most importantly, they enjoy a family-based culture of inclusiveness where they can build positive, supportive relationships with co-workers, customers and agents. 

ABOUT THIS CAREER OPPORTUNITY

Objectives: Provides daily leadership to customer service staff to meet expectations. Ensures effective, timely delivery of superior insurance-related customer service and helps resolve disputes. Identifies system, process and workflow enhancements. Assigns work throughout the department and follows up on it in a timely way. Inspires team to perform at the highest level in every call, every day.  

Reports to:  May report to Manager or Director in Service Center 

Principal duties and responsibilities:

  1. Administers company HR policies/procedures  
  2. Manages people who handle inbound and outbound phone calls from/to customers, agents and others 
  3. Writes job objectives, performance reviews, salary recommendations for people in the unit 
  4. Performs routine individual discussions to gain a better understanding of job performance and opportunities to improve  
  5. Has deep understanding of Customer Service concepts, practices and procedures 
  6. Proactively identifies improvements that would enable better customer service, efficiency in workflow/output and enhanced work environment  
  7. Maintains current and accurate procedures manual for department 
  8. Using deep industry and company knowledge, evaluates the most complex of issues encountered by the unit and others, composes effective responses and documents steps followed and uses that as a training aid for others 
  9. Uses extensive background to solve complex, critical problems 
  10. Ability to respond to and resolve escalated issues 
  11. Reports activity and outcomes to manager  
  12. Acts as mentor to those less experienced 
  13. Represents team to company leadership 
  14. Incorporates feedback to achieve higher levels of customer satisfaction 
  15. Documents activities and follow up in appropriate systems regularly and accurately 
  16. Performs other related duties as assigned 
  17. Ensures quality of work meets certain standards 
Internal and external relationships:

Plays a key role as the “face/voice of Brightway Leadership” to team and others. Works with all levels of the organization and with all franchisees to promptly resolve issues to ensure satisfaction.  

Qualifications:

Brightway is an Equal Opportunity Employer and a Drug-Free Workplace.  

Interested? Click on the link below to fill out our application.

Apply Now

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