Property and Casualty Customer Service Team Lead

The Customer Service Team Lead plays a key role in ensuring the smooth operation of the customer service team by providing guidance, training, and operational oversight. RESPONSIBILITIES Supports the Supervisor, Customer Service and is responsible for day-to-day operational functions Assists team members in customer service by answering their questions in a timely manner. Provides call resolution on escalated calls, seeking advice from members of leadership if needed. Resolves customer issues and demonstrates confidence in doing so on the phone or while assisting team members. Conducts side-by-side evaluations and/or coaching for each team member. Coaches and demonstrates best practices for answering phones. Manages the section staff by monitoring length of phone calls, personal time, faxing, extended breaks and lunches, etc. Ensures new hires have appropriate training and resources to perform their daily duties. Assists in taking calls to clear the queue. Performs other duties as assigned. JOB REQUIREMENTS Requires a high school diploma or equivalent. Minimum three years of call center experience or two years in Customer Service. Proficient reading, writing, and math skills. Must be able to work flexible schedules. Computer literacy with the ability to learn customer service software applications. Excellent oral and written communication skills. Bilingual communication skills in both English and Spanish preferred. Superb phone and soft skills, including active listening, independent problem-solving, and responding professionally and compassionately. Ability to navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call. Demonstrated organizational skills and ability to prioritize. Must have attributes for a team leader committed to growth and development of the customer service team. Proficient in Microsoft Office and Outlook.Data Entry and proficient keyboard skills

As a Team Member at First Acceptance Insurance Company, you will be part of a growing organization that continues to evolve and positively impacts the lives of our team members and customers. We are looking for team members that engage – who take responsibility for themselves and take care of their customers and colleagues. Ideal candidates can compose themselves under pressure, have a "make It right" mindset, and focus their energies on solving problems. This means you'll be supported by a team with all these qualities, too. If this sounds like the kind of team you'd like to join, we want to hear from you!