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Customer Service Team Lead - Contact Center (Veterinary-Focused)
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Job Description
- Req#: JR103990
Employer Industry: Insurance Services
Why consider this job opportunity:
- Pay range of $21.35 - $28.36 hourly
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment
- Chance to make a positive impact on customer satisfaction and service efficiency
- Regular one-on-one coaching and performance feedback sessions
- Work with a leading firm recognized as a Great Place to Work®
What to Expect (Job Responsibilities):
- Oversee the day-to-day activities and operations of the Customer Service Representative (CSR) team
- Monitor key performance indicators (KPIs) and service levels to ensure client expectations are met
- Research and respond to escalated customer service issues while developing solutions to prevent recurring errors
- Conduct quality control activities and hold coaching sessions with CSR team members
- Review and approve time-off requests and bi-weekly timecards for the CSR team
What is Required (Qualifications):
- Associate degree and 3+ years of experience as a Customer Service Representative or equivalent education and experience
- Strong communication and problem-solving skills with the ability to interface effectively at all levels within the organization
- Experience in insurance, healthcare, or veterinary reception is a strong advantage
- Ability to obtain a Property & Casualty insurance license upon hire is preferred
How to Stand Out (Preferred Qualifications):
- Experience in a supervisory or leadership role within customer service
- Familiarity with Five9 Contact Center technology
- Proven track record of improving customer service processes and performance metrics
- Advanced analytical skills related to business systems processes and procedures
#InsuranceServices #CustomerService #CareerOpportunity #GreatPlaceToWork #LeadershipRole
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