Field Support Team Lead, Insurance Services

Clearbrook Group Services Inc.; City of Albany (NY); On-site; USD 56,000 - 80,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Professional development opportunities

Job summary

Clearbrook Group Services Inc. in Albany, NY is seeking a Lead, Field Support Specialist to oversee daily call center operations and mentor Field Support Specialists. You will guide team performance, handle escalations, and drive process improvements to elevate customer service metrics.

The role requires 6–8 years in customer service with P&C knowledge; base salary range in Albany is $56,000–$80,000, with comprehensive benefits and growth opportunities.

Qualifications

• High school diploma.
• Six to eight years of experience.
• Four years of customer service experience.
• Six years of experience in agent/customer service.
• In-depth knowledge of P&C applications and products.

Responsibilities

• Answers telephone calls and responds to emails promptly.
• Coaches, mentors, trains, and motivates new and current Field Support Specialists.
• Assists with setting goals and providing constructive feedback.
• Collaborates with Field Support Center leadership and other cross-functional teams to improve customer service processes and procedures.
• Manage and monitor operational responsibilities for the team on a day-to-day basis such as escalations, communication, and creation of process.
• Handles complex customer inquiries and escalated complaints in a manner that preserves customer satisfaction.
• Analyzes customer service data to identify trends and areas for improvement.
• Provides input on resources planning, policy development and setting guidelines.
• Assists with monitoring the production and respective results of the team, including monitoring workflow and work queues.

Skills

Customer service

Coaching

Mentoring

Training

Communication

Education

High school diploma

Tools

P&C applications

Job description

Clearbrook Group Services Inc. in Albany, NY is seeking a Lead, Field Support Specialist to oversee daily call center operations and mentor Field Support Specialists. You will guide team performance, handle escalations, and drive process improvements to elevate customer service metrics.

The role requires 6–8 years in customer service with P&C knowledge; base salary range in Albany is $56,000–$80,000, with comprehensive benefits and growth opportunities.