Remote Customer Service Team Lead

Sedgwick is a provider of claims and related customer support services. The Remote Customer Service Team Lead oversees daily operations for the temporary housing line while handling customer inquiries, coordinating hotel bookings and extensions, managing workflow and staffing, and coaching team members to maintain service quality and customer satisfaction.

Responsibilities:

• Answers inbound calls from insureds/policyholders, adjusters, hotels, property managers, and internal partners in a professional, friendly, and compassionate manner
• Serves as the primary point of contact for escalated housing-related inquiries, demonstrating advanced service, critical-thinking, and problem-solving skills
• Acts as the primary operational resource for associates by providing guidance, direction, coaching, and real-time support throughout assigned shifts
• Leads by example by actively handling inbound calls, emails, customer inquiries, and housing-related tasks while balancing leadership responsibilities
• 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 and ensures documentation standards are maintained
• Monitors inbound email queues, Outlook mailboxes, carrier portals, web portals, and customer service communication channels to ensure inquiries, approvals, escalations, and new housing requests are worked timely and documented appropriately
• Contacts insureds via text and email to confirm hotel extension needs and support housing-related requests
• 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 and ensures customer interactions and claim activity are properly documented
• Manages IVR call flow and routing based on real-time call volume. Monitors dashboards to track call volume, email volume, queue activity, service-level performance, staffing availability, workload distribution, and operational metrics; identifies backlogs, bottlenecks, and coverage concerns and takes appropriate action to maintain service standards
• Delegates tasks and assigns work based on daily volume, staffing needs, operational priorities, and service-level expectations to ensure timely and equitable workload distribution
• Maintains a regular pulse on current workload, staffing coverage, queue performance, and customer demand and adjusts workflow accordingly
• Serves as the primary point of contact for team members regarding attendance, schedule questions, coverage concerns, workflow issues, IT matters, and day-to-day operational support needs
• Monitors team participation, queue adherence, schedule compliance, break and lunch adherence, workflow execution, and productivity to ensure service expectations and coverage requirements are met
• Coordinates staffing coverage by monitoring schedules, planned absences, holidays, and business demands and assists with schedule adjustments and coverage planning as needed
• Assists with onboarding, training, coaching, mentoring, and development of team members while reinforcing departmental procedures, service standards, and performance expectations
• Motivates team members to meet productivity and quality metrics while maintaining positive morale, accountability, and teamwork
• Reviews customer interactions, claim documentation, and operational trends to identify opportunities for coaching, quality improvement, consistency, and enhanced customer service performance
• Identifies operational challenges, workflow inefficiencies, service level risks, or customer concerns and implements solutions while escalating issues to leadership when necessary
• Provides critical thinking and decision-making support to resolve complex housing issues
• Serves as the sole onsite leader during weekend shifts, demonstrating initiative, reliability, accessibility, and accountability
• Supports daily customer service operations through inbound calls, electronic communication, queue management, workload oversight, and operational leadership
• Performs other duties as assigned
• Supports the organization's quality program(s)
• Participates in process improvement initiatives designed to improve service delivery, operational efficiency, and customer satisfaction

Requirements:

• Four (4) years of customer service, call center, housing, hospitality, insurance, or related business experience or equivalent combination of education and experience required
• Excellent oral and written communication skills with an authentic, engaging and personable communication style
• Creative, solutions oriented approach to customer service while maintaining professionalism
• PC literate, including Microsoft Office products
• Strong leadership, coaching, and team-development abilities
• Strong problem solving, critical thinking, and escalation resolution skills
• Strong organizational and time management abilities in a high volume environment
• Ability to monitor service levels, queue performance, workload distribution, and operational metrics in a real time environment
• Ability to balance leadership responsibilities while maintaining personal production expectations
• Ability to maintain confidentiality and exercise sound judgment
• Ability to work in a team environment
• Ability to drive accountability, workload distribution, and customer service excellence across 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
• Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
• Computer keyboarding, travel as required
• Hearing, vision and talking
• Bachelor's degree from an accredited college or university preferred
• Prior leadership, team lead, supervisory, or coaching experience in a high-volume call center environment preferred