01Overview
Note: The job is a remote job and is open to candidates in USA. One Inc is a company that empowers insurers to meet policyholder expectations. The Customer Service Team Lead is responsible for guiding and supporting a team of customer service representatives to deliver high-quality support and ensure team performance aligns with service standards.ResponsibilitiesOversee a team of customer service representatives, providing guidance and trainingMonitors individual performance for team members and provides feedback to ensure their ability to execute all responsibilities and encourage growthUse expertise to ensure teams understanding of scope of workAssist in improving teams product knowledgeBridge gap between management, QA, and agentsCoordinates/monitors daily work adherence to schedules and assignmentsTracking SLAs and other important KPIs/metrics, and maintaining records for all agentsServe as a main point of contact for CSAsProvide input into performance goals process and hiring decisionsWeekly meetings with management to discuss team metrics, development, and update on CSAsMeetings with team to provide updates on metricsProvide floor support/assistance to agentsAdditional duties as needed to support this positionSkillsAbility to manage shifting priorities and timelinesAbility to work in a teamAbility to communicate effectively with people at all levelsPositive attitude and passion for customer serviceAbility to strive in a fast-paced environment and adapt to changeTraining experienceStrong critical thinking, planning and prioritization skillsAbility to work under pressure and meet deadlinesDemonstrated ability to solve problemsAssociate degree OR 2+ years relevant experience preferredInsurance experience is preferredExperience with MS Office, Google Suite, CRM applicationsCall Center or Customer Service experience a plusBi-lingual a plusGrowth MindsetProblem SolverSelf-starterDemonstrates Ethical BehaviorStrong DriveTeam PlayerSupportive & Adaptable to ChangeExudes a commitment to Personal & Professional DevelopmentBenefitsMedical, dental, and vision insuranceA 401(k) planA strong commitment to work-life balancePromoting opportunities for career advancementCompany OverviewWe understand how paramount the customer experience is to a carrier's success. It was founded in 2012, and is headquartered in Folsom, California, USA, with a workforce of 501-1000 employees. Its website is https://www.oneinc.com.
Apply To this Job .
