Obie · 3 days ago

Service Lead - Billing

Remote (United States)

Full-time

Remote

Senior Level

2+ years exp

Maximize your interview chances

Commercial InsuranceCommercial Real Estate

Growth Opportunities

Insider Connection @Obie

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Lead and coach a team of Virtual Assistants, providing clear direction and regular feedback

Conduct regular 1:1 meetings and team huddles to foster engagement and accountability

Drive engagement by addressing team needs, resolving friction points, and promoting collaboration

Develop, maintain, and update Standard Operating Procedures (SOPs) in collaboration with the Service VA Lead

Manage team schedules, time-off requests, and resource allocation to meet service level agreements (SLAs)

Oversee distribution of cases, monitor team productivity, and address operational challenges proactively

Analyze trends in productivity and quality, creating strategies for continuous improvement

Document coaching notes and other administrative duties as required

Handle customer escalations and complaints with professionalism and urgency

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Service ManagementP&C LicenseSalesforceCommercial Lines Experience

Required

2+ years of service/sales management experience in a P&C call center or start-up environment, effectively managing a team of 6 or more customer facing associates, preferably in billing units

Active P&C license required

Commercial lines experience with a proven track record of excellent customer interaction

Proven track record utilizing Salesforce to measure and drive individual and team KPIs, with a focus on optimizing performance and enhancing customer service

Excellent communication and presentation skills, both verbal and written, to effectively convey strategies and drive results

Analytical and problem-solving skills with the ability to identify billing opportunities for improving customer experiences, quality of work and productivity

Team-oriented mindset with the flexibility to adapt to evolving business strategies and priorities, fostering a collaborative and supportive work environment

Ability to work independently, prioritize tasks, and manage multiple projects simultaneously in a fast-paced environment, ensuring timely delivery of results