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Risk Strategies Company · 2 months ago

Customer Service Team Lead - Contact Center (Veterinary-Focused)

United States

Full-time

Remote

Mid, Senior Level

$21.35/hr - $28.36/hr

3+ years exp

Risk Strategies Company is a leading insurance wholesaler and program manager, and they are seeking a Customer Service Team Lead for their Contact Center. This role involves overseeing the CSR team, managing escalated issues, and ensuring high standards of customer satisfaction and operational efficiency.

ConsultingFinanceFinancial ServicesInsuranceInsurTech

Responsibilities

Monitor key performance indicators (KPIs) and service levels of the CSR team to ensure that client service levels are met or exceeded

Manage Five9 Contact Center to ensure inbound calls are answered in accordance with client service level agreements. Appropriately allocate resources to meet or exceed service objectives

Research and respond to escalated customer service issues, serving as a subject matter expert to the CSR team. Address service errors to effect prompt resolution. Develop solutions to prevent recurring errors and escalate complex issues to senior team members or management as needed

Conduct quality control activities for the CSR team. Conduct call and task monitoring. Consult with management and participate in corrective action steps as necessary

Hold regularly scheduled one-on-one coaching meetings with CSR team members to review call recordings, provide performance feedback, and identify training opportunities

Develop and maintain documentation related to team member performance. Escalate performance issues as needed to management

Maintain a working knowledge of systems and tools used by the CSR team, with an ability to provide advanced analysis on business systems processes and procedures, and utilization of system tools and workflows; perform testing and analysis on system changes and improvements

Assess technology-related issues as discovered and open service tickets with Information Technology Services when unable to troubleshoot and resolve independently

Review and approve time off request and bi-weekly timecards for the CSR team

Perform Customer Service Representative duties, as needed, to ensure client service levels are maintained

Qualification

Customer Service ManagementFive9 Contact CenterInsurance LicenseVeterinary Customer ServiceCommunication SkillsProblem-Solving Skills

Required

Associate degree and 3+ years of service as Customer Service Representative, or equivalent combination of education and experience

Strong communication and problem-solving skills with a proven ability to interface effectively at all levels within an organization

Preferred

Insurance, healthcare or veterinary reception or animal-related customer service is a strong advantage

Property & Casualty insurance license or ability to obtain upon hire is preferred

Company

Risk Strategies Company

RSC is an insurance brokerage firm that offers employee benefits, consulting, financial, and wealth management solutions. It is a sub-organization of Accession Risk Management Group.

Founded in 1997

Boston, Massachusetts, USA

5001-10000 employees