Team Lead - Customer Service
- Posted 09/28/2021
- Location : Jacksonville, Florida
- Worker Category : Full-time
Interested? Click on the link below to fill out our application.
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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:
- Competitive salary
- Market-leading Paid Time Off—in the first year, you earn 14 paid days off in addition to six paid company holidays and one “floating holiday” that you can take at any time
- 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:
- 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
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:
- 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
- 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
Brightway is an Equal Opportunity Employer and a Drug-Free Workplace.
Interested? Click on the link below to fill out our application.
Apply Now