Team Lead, Customer Service

Location Jacksonville, Florida
Worker Category Full-time

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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:

Administers company HR policies/procedures
Manages people who handle inbound and outbound phone calls from/to customers, agents and others
Writes job objectives, performance reviews, salary recommendations for people in the unit
Performs routine individual discussions to gain a better understanding of job performance and opportunities to improve
Has deep understanding of Customer Service concepts, practices and procedures
Proactively identifies improvements that would enable better customer service, efficiency in workflow/output and enhanced work environment
Maintains current and accurate procedures manual for department
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
Uses extensive background to solve complex, critical problems
Ability to respond to and resolve escalated issues
Reports activity and outcomes to manager
Acts as mentor to those less experienced
Represents team to company leadership
Incorporates feedback to achieve higher levels of customer satisfaction
Documents activities and follow up in appropriate systems regularly and accurately
Performs other related duties as assigned
Ensures quality of work meets certain standards

Qualifications:

Bachelor’s degree or equivalent
4-6 years’ experience in Customer Service or a related field
Exceptional customer service mindset; a desire and ability to lead a group to superior outcomes
Excellent communicator; must be able to convey the most complex of ideas in a clear and concise manner
Has superior knowledge of Brightway systems and is able to train others less experienced
Must be proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint)
Ability to learn new Brightway systems and procedures quickly
Superior independent judgment and decision making
Superior creativity in problem solving
Ability to learn, embrace and put into practice new concepts and skills
Able to gather and analyze complex facts and data, draw inferences, weigh alternatives and present logical solutions
Excellent time management skills; is able to model this behavior for others on the team
Leader in the organization; supports management in delivering messages to employees
Must have a 2-20 license
Ideally has worked a minimum of 12 months at Brightway as a Personal Lines Customer Service Rep III

Internal/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.