Remote Customer Service Team Lead

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve.

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Remote Customer Service Team Lead

SCHEDULE: Monday, Tuesday, Friday: 12:00 PM - 9:00 PM EST, Saturday, Sunday: 11:00 AM - 8:00 PM EST, Off: Wednesday & Thursday

PRIMARY PURPOSE: To provide exceptional customer support on Sedgwick's primary temporary housing line while serving as a working team lead responsible for daily operational oversight, task delegation, workflow management, service level performance, and frontline leadership. This role supports policyholders, adjusters, hotels, and partners with housing-related inquiries while assisting with inbound calls, hotel bookings and extensions, billing-related questions, and administrative functions. The Team Lead acts as the primary decision-maker during assigned shifts, supports escalation management, monitors real-time volume, staffing coverage, customer service performance, and team participation, and leads by example by actively performing all customer service duties alongside the team to ensure accuracy, timeliness, quality service, operational efficiency, and customer satisfaction across all housing operations.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Answers inbound calls from insureds/policyholders, adjusters, hotels, property managers, and internal partners in a professional, friendly, and compassionate manner.
• Serves as the primary point of contact for escalated housing-related inquiries, demonstrating advanced service, critical-thinking, and problem-solving skills.
• Acts as the primary operational resource for associates by providing guidance, direction, coaching, and real-time support throughout assigned shifts.
• Leads by example by actively handling inbound calls, emails, customer inquiries, and housing-related tasks while balancing leadership responsibilities.
• Learns and maintains working knowledge of all departmental functions to accurately resolve issues and answer questions.
• Accurately and efficiently enters new housing claims into internal systems and ensures documentation standards are maintained.
• Monitors inbound email queues, Outlook mailboxes, carrier portals, web portals, and customer service communication channels to ensure inquiries, approvals, escalations, and new housing requests are worked timely and documented appropriately.
• Contacts insureds via text and email to confirm hotel extension needs and support housing-related requests.
• Extends hotel stays for clients currently in-house and books hotels when necessary.
• Updates and maintains the hotel database to ensure accuracy and uniformity.
• Retrieves hotel folios (receipts) from properties for completed and partial stays.
• Audits hotel folios and related claims for billing accuracy, compliance, and documentation.
• Verifies and maintains accurate data across internal systems and ensures customer interactions and claim activity are properly documented.
• Manages IVR call flow and routing based on real-time call volume. Monitors dashboards to track call volume, email volume, queue activity, service-level performance, staffing availability, workload distribution, and operational metrics; identifies backlogs, bottlenecks, and coverage concerns and takes appropriate action to maintain service standards.
• Delegates tasks and assigns work based on daily volume, staffing needs, operational priorities, and service-level expectations to ensure timely and equitable workload distribution.
• Maintains a regular pulse on current workload, staffing coverage, queue performance, and customer demand and adjusts workflow accordingly.
• Serves as the primary point of contact for team members regarding attendance, schedule questions, coverage concerns, workflow issues, IT matters, and day-to-day operational support needs.
• Monitors team participation, queue adherence, schedule compliance, break and lunch adherence, workflow execution, and productivity to ensure service expectations and coverage requirements are met.
• Coordinates staffing coverage by monitoring schedules, planned absences, holidays, and business demands and assists with schedule adjustments and coverage planning as needed.
• Assists with onboarding, training, coaching, mentoring, and development of team members while reinforcing departmental procedures, service standards, and performance expectations.
• Motivates team members to meet productivity and quality metrics while maintaining positive morale, accountability, and teamwork.
• Reviews customer interactions, claim documentation, and operational trends to identify opportunities for coaching, quality improvement, consistency, and enhanced customer service performance.
• Identifies operational challenges, workflow inefficiencies, service level risks, or customer concerns and implements solutions while escalating issues to leadership when necessary.
• Provides critical thinking and decision-making support to resolve complex housing issues.
• Serves as the sole onsite leader during weekend shifts, demonstrating initiative, reliability, accessibility, and accountability.
• Supports daily customer service operations through inbound calls, electronic communication, queue management, workload oversight, and operational leadership.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).
• Participates in process improvement initiatives designed to improve service delivery, operational efficiency, and customer satisfaction.

QUALIFICATIONS

Education & Licensing

Bachelor's degree from an accredited college or university preferred.

Experience
Four (4) years of customer service, call center, housing, hospitality, insurance, or related business experience or equivalent combination of education and experience required. Prior leadership, team lead, supervisory, or coaching experience in a high-volume call center environment preferred.

Skills & Knowledge

• Excellent oral and written communication skills with an authentic, engaging and personable communication style
• Creative, solutions oriented approach to customer service while maintaining professionalism
• PC literate, including Microsoft Office products
• Strong leadership, coaching, and team-development abilities
• Strong problem solving, critical thinking, and escalation resolution skills
• Strong organizational and time management abilities in a high volume environment
• Ability to monitor service levels, queue performance, workload distribution, and operational metrics in a real time environment
• Ability to balance leadership responsibilities while maintaining personal production expectations
• Ability to maintain confidentiality and exercise sound judgment
• Ability to work in a team environment
• Ability to drive accountability, workload distribution, and customer service excellence across a team environment
• Ability to handle multiple conflicting priorities
• Ability to meet or exceed Performance Competencies
• Collaborative team lead who motivates others and contributes to a positive, high-energy work environment

WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $21.00-$23.00/hr. Always accepting applications.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.