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Remote Customer Service Team Lead
Schedule: Monday, Tuesday, Friday 12:00pm-9:00pm EST
Saturday, Sunday 11:00am-8:00pm 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, 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, and leads by example by actively performing all customer service duties alongside the team to ensure accuracy, timeliness, quality service, and team performance across all housing operations.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- Answers inbound calls from insureds/policyholders, adjusters, hotels, and property managers in a professional, friendly, and compassionate manner.
- Serves as the primary point of contact for escalated housing-related inquiries, demonstrating advanced service and problem-solving skills.
- Acts as the go-to resource for associates by providing guidance, direction, and real-time support.
- Leads by example by actively handling inbound calls, emails, and housing tasks during high-volume periods.
- 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.
- Monitors inbound email queues for claim questions, approvals, and new housing requests.
- Contacts insureds via text and email to confirm hotel extension needs.
- 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.
- Manages IVR call flow and routing based on real-time call volume.
- Monitors dashboards to track call volume, queue activity, and service-level performance.
- Delegates tasks based on daily volume, staffing needs, and operational priorities.
- Maintains a regular pulse on current workload and adjusts workflow accordingly.
- Motivates team members to meet productivity and quality metrics while maintaining positive morale.
- Provides critical thinking and decision-making support to resolve complex housing issues.
- Serves as the sole onsite leader during weekend shifts, demonstrating initiative, reliability, and accountability.
- Supports daily customer service operations through inbound calls and electronic communication.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
- Performs other duties as assigned.
- Supports the organization's quality program(s).
- Assists leadership with operational support, reporting and workflow improvements as needed.
QUALIFICATIONS
Education & Licensing
Bachelor's degree from an accredited college or university preferred.
Experience
Leadership experience in a high volume call center environment and four (4) years of claims processing or related business experience (or equivalent combination of education and experience) required; insurance or financial services industry experience preferred.
Skills & Knowledge
- 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
- 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.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
