Property and Casualty Customer Service Team Lead

First Acceptance Insurance; Georgia; On-site; USD 50,000 - 65,000; Full time

Job summary

A leading insurance company is seeking a Property and Casualty Customer Service Team Lead to oversee operations, provide guidance, and ensure excellent customer service. The role requires strong leadership, communication skills, and a commitment to training and development within the team. Join an organization focused on positive impact and growth, offering comprehensive benefits including health, dental, and 401(k).

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Vacation

Disability Insurance

401(k)

Qualifications

• Minimum three years of call center experience or two years in customer service.
• Must obtain and maintain a Property and Casualty Insurance License.

Responsibilities

• Supports the Supervisor and manages day-to-day operations.
• Conducts evaluations and coaching for team members.
• Resolves customer issues and assists in handling calls.

Skills

Communication

Leadership

Organizational Skills

Problem Solving

Education

High School Diploma

Property and Casualty Producer License

Tools

Microsoft Office

Outlook

Job description

Property and Casualty Customer Service Team Lead

Join to apply for the Property and Casualty Customer Service Team Lead role at First Acceptance Insurance

Job Summary

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 questions promptly.
• Provides call resolution on escalated calls, seeking advice from leadership if needed.
• Resolves customer issues confidently on calls or while assisting team members.
• Conducts evaluations and coaching for team members.
• Coaches and demonstrates best practices for answering phones.
• Manages staff by monitoring call length, breaks, and other operational aspects.
• Ensures new hires receive proper training and resources.
• Assists in handling calls to clear the queue.
• Performs other duties as assigned.

Job Requirements

• High school diploma or equivalent.
• Property and Casualty Producer License.
• Minimum three years of call center experience or two years in customer service.
• Proficient reading, writing, and math skills.
• Ability to work flexible schedules.
• Computer literacy and ability to learn customer service software.
• Excellent communication skills in English; bilingual in Spanish preferred.
• Strong phone and soft skills, including active listening and professional response.
• Ability to navigate multiple screens and databases.
• Organizational skills and ability to prioritize.
• Leadership qualities focused on growth and development.
• Proficiency in Microsoft Office and Outlook.

Licensing Requirements

Must obtain and maintain a Property and Casualty Insurance License, with training costs covered by the company, which may be considered a loan. Progress in pre-licensing must be adequate for employment continuation.

Physical Demands

Requires manual tasks, sitting, bending, reaching, occasional lifting up to 10 pounds, and visual acuity. Accommodations available for disabilities.

Additional Information

This role requires performing all essential duties satisfactorily. The job description is not exhaustive, and duties may be assigned as necessary.

Join a growing organization committed to positive impact and development. We value responsibility, problem-solving, and a 'make it right' attitude. Benefits include health, dental, vision, paid vacation, disability, and 401(k).

Equal Opportunity Employer

We consider applicants without regard to disability, race, religion, sexual orientation, gender, or other protected statuses.