Onsite Customer Service Team Lead — Coaching & Excellence

Orion180 Insurance Services LLC; Draper (UT); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

Paid holidays

PTO

Job summary

Orion180 is seeking a Customer Service Team Lead to guide a fast-paced on-site team in Draper, Utah. You’ll mentor reps, manage performance metrics, and ensure accurate, empathetic service across phone, chat, and email channels.

The role combines hands-on customer work with leadership, training, and process improvements to uphold Orion180’s gold-standard experience. Join a growing company that values innovation, teamwork, and accountability, offering a competitive pay rate, benefits, and

Qualifications

• High school diploma or GED; must be at least 18.
• 2+ years in customer service; supervisory experience preferred.
• Licensing: Customer Service Rep (4-40) preferred or obtainable within 30 days.
• Excellent communication, coaching and problem-solving skills.
• Detail-oriented with multitasking in a fast-paced environment.
• Proficient with Excel and Microsoft Office tools.
• Familiarity with CRM systems.
• Ability to hire, coach, and train employees while driving performance.
• Professional demeanor with ownership and accountability.

Responsibilities

• Supervise, mentor, and support a team of Customer Service Representatives.
• Monitor daily performance, provide real-time feedback, and conduct 1:1s.
• Onboard and train new team members and act as escalation point.
• Foster a high-performance, service-oriented team culture.
• Promote professionalism, collaboration, and accountability.
• Lead by example with hands-on customer service tasks.
• Ensure communications reflect gold-standard service across channels.
• Provide expert assistance to residential policyholders, agents, and producers.
• Use de-escalation skills to resolve concerns efficiently.
• Support agents and policyholders while maintaining accuracy and compliance.

Skills

Team leadership

Coaching

Customer service

De-escalation

CRM systems

Excel

Attention to detail

Education

High school diploma or GED

Tools

CRM systems

Job description

Orion180 is seeking a Customer Service Team Lead to guide a fast-paced on-site team in Draper, Utah. You’ll mentor reps, manage performance metrics, and ensure accurate, empathetic service across phone, chat, and email channels.

The role combines hands-on customer work with leadership, training, and process improvements to uphold Orion180’s gold-standard experience. Join a growing company that values innovation, teamwork, and accountability, offering a competitive pay rate, benefits, and