Remote Customer Experience Team Lead

Sedgwick; Dallas (TX); Remote; USD 29,000 - 32,000; Part time

Job summary

Sedgwick is seeking a Remote Customer Service Team Lead to oversee housing-related inquiries, manage daily operations, and mentor staff across a part-time telecommuter role. The incumbent will coordinate inbound calls, emails, and hotel bookings while ensuring service levels, accuracy, and customer satisfaction during assigned shifts.

The position emphasizes leadership in a high-volume environment, overseeing staffing coverage, performance metrics, and escalation management while maintaining a

Qualifications

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

Responsibilities

• Answers inbound calls from insureds/policyholders, adjusters, hotels, property managers, and internal partners in a professional, friendly, and compassionate manner.
• 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.
• Monitors team participation, queue adherence, schedule compliance, and productivity to ensure service expectations are met.
• Maintains accurate data across internal systems and ensures proper documentation of customer interactions and claims.

Skills

Leadership

Customer service

Communication

Team coaching

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Sedgwick is seeking a Remote Customer Service Team Lead to oversee housing-related inquiries, manage daily operations, and mentor staff across a part-time telecommuter role. The incumbent will coordinate inbound calls, emails, and hotel bookings while ensuring service levels, accuracy, and customer satisfaction during assigned shifts.

The position emphasizes leadership in a high-volume environment, overseeing staffing coverage, performance metrics, and escalation management while maintaining a