Remote Customer Service Team Lead - Housing Ops

Sedgwick Claims Management Services Ltd

Northern (KY)

Hybrid

USD 60,174,000 - 65,904,000

Full time

4 days ago

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Job summary

Sedgwick Claims Management Services Ltd is seeking a Remote Customer Service Team Lead to oversee daily housing support operations and guide a shift-based team. You will manage inbound calls, emails, and hotel-related tasks while ensuring service levels and delivering quality service.

The role emphasizes real-time workload monitoring, coaching, and strong communication. A bachelor’s degree and 4+ years in customer service or related fields are preferred.

Qualifications

Excellent oral and written communication skills.
Strong leadership, coaching, and team-development abilities.
Ability to monitor service levels, queue performance, and workload distribution in real time.
Creative, solutions-oriented approach to customer service.
Proven ability to manage multiple priorities and maintain confidentiality.

Responsibilities

Answer inbound calls, emails, and housing-related inquiries with professionalism.
Act as primary escalation point and decision-maker during shifts.
Coach and mentor team members; support onboarding and training.
Monitor real-time metrics and reallocate resources to meet service levels.
Delegate tasks and manage workload distribution across the team.
Ensure accurate data entry and documentation in internal systems.

Skills

Communication

Leadership

Coaching

Problem solving

Time management

Team collaboration

Education

Bachelor's degree

Tools

Microsoft Office

Job description

The role emphasizes real-time workload monitoring, coaching, and strong communication. A bachelor’s degree and 4+ years in customer service or related fields are preferred.

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