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Customer Service Team Lead
Location
United States
Posted
138 days ago
Salary
0
Seniority
Senior
Job Description
Customer Service Team Lead
Sedgwick
• Provide exceptional customer support on Sedgwick’s primary temporary housing line. • Serve as a working team lead responsible for daily operational oversight, task delegation, and frontline leadership. • Support policyholders, adjusters, hotels, and partners with housing-related inquiries. • Assist with inbound calls, hotel bookings and extensions, billing-related questions, and administrative functions. • Act as the primary decision-maker during assigned shifts. • Support escalation management and monitor real-time volume. • Actively perform all customer service duties alongside the team. • Accurately and efficiently enter new housing claims into internal systems. • Monitor inbound email queues for claim questions, approvals, and new housing requests. • Extend hotel stays for clients currently in-house and book hotels when necessary. • Audit hotel folios and related claims for billing accuracy, compliance, and documentation. • Manage IVR call flow and routing based on real-time call volume. • Motivate team members to meet productivity and quality metrics.
Job 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.
- 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.
Benefits
- Flexible work arrangements
- Professional development opportunities
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