Customer Care Team Lead

Role Overview

• Serves as the Customer Care department’s primary point of contact for questions from other business units, staff and brokers/clients.
• Assists the Supervisor in daily activities to ensure exceptional customer service is maintained.
• Assist with coaching, developing and motivating team members.
• Facilitate team meetings and training sessions.
• Assist with designing and updating procedures for tasks and transactions.
• Participate and support continuous improvement initiatives; identify gaps and perform root cause analysis.
• Monitor work volumes and prioritize workloads to help meet team metrics.
• Serve as a resource for team members on policies and processes.
• Lead or assist with project initiatives, including providing requirements and testing.
• Build proactive and meaningful customer relationships, with a focus on improving the customer experience.
• Leverage synergies with business groups to create mutual success.

Requirements

• Associate's degree or equivalent experience.
• Two years of call center/customer service experience, preferably in the insurance/financial services industry or related field.
• Communication, interpersonal and listening skills.
• Decision-making, problem-solving and analytical skills.
• Ability to work under pressure in a fast-paced environment.
• Ability to work independently and as part of a team.
• Advanced PC proficiency and ability to quickly grasp new systems and complex concepts.
• Knowledge of company call center operations, policies and products.

Benefits

• Competitive Pay
• Bonus for Eligible Employees
• Benefits Package
• Pension Plan
• 401k Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Discounts
• Career Training & Development Opportunities
• Health and Work/Life Balance Benefits
• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
• Adoption Assistance
• Employee Assistance Program
• Back-Up Care Program
• PTO for Volunteer Hours
• Employee Matching Gifts Program
• Employee Resource Groups
• Inclusion and Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs