Team Lead - Customer Service

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*This role includes a $1,000 sign-on bonus payable after six months of full-time employment.*

Founded in 2008, Brightway has since grown to more than 300 locations across 26 states serving customers in all 50 states. The Jacksonville-based company earned recognition as one of the 2021 Best Places to Work and one of the Fastest Growing Companies in Northeast Florida 13 years in a row by the Jacksonville Business Journal. At Home Office, Brightway employees focus on delivering holistic business support that empowers agents to sell more.

Brightway employees enjoy:

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



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.  


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

Apply Now

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