Remote Customer Service Team Lead

Sedgwick is a company dedicated to providing meaningful support to individuals facing unexpected challenges. They are seeking a Remote Customer Service Team Lead to oversee daily operations, provide exceptional customer support, and lead a team in managing housing-related inquiries and tasks. The role involves decision-making, task delegation, and ensuring high-quality service and team performance.

Responsibilities:

• Answers inbound calls from insureds/policyholders, adjusters, hotels, and property managers in a professional, friendly, and compassionate manner
• Serves as the primary point of contact for escalated housing-related inquiries, demonstrating advanced service and problem-solving skills
• Acts as the go-to resource for associates by providing guidance, direction, and real-time support
• Leads by example by actively handling inbound calls, emails, and housing tasks during high-volume periods
• Learns and maintains working knowledge of all departmental functions to accurately resolve issues and answer questions
• Accurately and efficiently enters new housing claims into internal systems
• Monitors inbound email queues for claim questions, approvals, and new housing requests
• Contacts insureds via text and email to confirm hotel extension needs
• Extends hotel stays for clients currently in-house and books hotels when necessary
• Updates and maintains the hotel database to ensure accuracy and uniformity
• Retrieves hotel folios (receipts) from properties for completed and partial stays
• Audits hotel folios and related claims for billing accuracy, compliance, and documentation
• Verifies and maintains accurate data across internal systems
• Manages IVR call flow and routing based on real-time call volume
• Monitors dashboards to track call volume, queue activity, and service-level performance
• Delegates tasks based on daily volume, staffing needs, and operational priorities
• Maintains a regular pulse on current workload and adjusts workflow accordingly
• Motivates team members to meet productivity and quality metrics while maintaining positive morale
• Provides critical thinking and decision-making support to resolve complex housing issues
• Serves as the sole onsite leader during weekend shifts, demonstrating initiative, reliability, and accountability
• Supports daily customer service operations through inbound calls and electronic communication
• Performs other duties as assigned
• Supports the organization's quality program(s)
• Assists leadership with operational support, reporting and workflow improvements as needed

Requirements:

• Bachelor's degree from an accredited college or university preferred
• Leadership experience in a high volume call center environment and four (4) years of claims processing or related business experience (or equivalent combination of education and experience) required; insurance or financial services industry experience preferred
• Creative, solutions-oriented approach to customer service while maintaining professionalism
• Excellent oral and written communication skills with an authentic, engaging and personable communication style, including presentation skills
• PC literate, including Microsoft Office products
• Strong problem-solving and escalation-resolution skills
• Strong organizational and time management abilities in a high volume environment
• Ability to maintain confidentiality and exercise sound judgment
• Ability to work in a team environment
• Ability to handle multiple conflicting priorities
• Ability to meet or exceed Performance Competencies
• Collaborative team lead who motivates others and contributes to a positive, high-energy work environment
• Insurance or financial services industry experience preferred