Team Leader of Client Service

Miami Neuroscience Institute Baptist Health South Florida; Lewisville (TX); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Miami Neuroscience Institute Baptist Health South Florida is seeking a Team Leader of Client Service to lead a team of Client Service Representatives responsible for delivering excellent client service while ensuring quality, efficiency, and timeliness of Business License filings.

This role is based in Lewisville, TX with additional locations in Tallahassee, FL; Springfield, IL; Boston, MA; Chicago, IL; New York, NY.

Qualifications

• 3 years of leadership experience, preferably in a customer service or business license insurance context.
• Proven history mentoring and developing employees.
• Knowledge of developing and using performance metrics.
• Proficiency with MS Office, especially Excel.
• Excellent written and verbal communication.
• Strong organizational and time management skills.
• Strong decision-making abilities.
• Excellent change management skills.
• Strong analytical and problem-solving skills.
• Attention to detail.

Responsibilities

• Create an inspiring team environment with an open communication culture.
• Develop KPIs and set clear team goals.
• Delegate tasks effectively and set deadlines.
• Oversee day-to-day operations.
• Monitor performance and conduct performance reviews.
• Handle customer complaints and address escalations with clients.
• Design and implement process and operational policies.
• Full spectrum of employee management, development, and training.
• Motivate team members to achieve objectives.
• Discover training needs and providing coaching.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Recognize high performance and rewarding accomplishments.
• Ensure the highest levels of productivity, service, and client satisfaction levels.
• Organize team-building activities.

Skills

Leadership

Mentoring

Performance metrics

Excel

Communication

Organization

Decision-making

Change management

Analytical skills

Attention to detail

MS Office

Tools

MS Office

Job description

Team Leader of Client Service

Lewisville, TX/Tallahassee, FL/Springfield, IL/Boston, MA/Chicago, IL/New York, NY

Hybrid-three days in-office per week and two days work from home

Monday-Friday, 9am-6pm

CSC’s Business License Insurance team is seeking a Team Leader to lead a team of Client Service Representatives who are responsible for providing great client service, while ensuring quality, efficiency, and timeliness of Business License filings. The Team Leader will be responsible for supervising, managing, motivating, and guiding team members on a daily basis. As a Team Leader, you will be the primary contact person for all team members, so communication skills must be excellent. A successful candidate in this position will be comfortable getting into the details of the day-today work of the team. Ultimately, the Team Leader will lead by setting a good example and engaging the team to achieve goals.

Some of the things you’ll be doing:

• Create an inspiring team environment with an open communication culture
• Develop key performance indicators and set clear team goals
• Delegate tasks effectively and set deadlines
• Oversee day-to-day operations
• Monitor team performance and conduct performance reviews
• Handle customer complaints and address escalations with clients
• Design and implement process and operational policies
• Full spectrum of employee management, development, and training
• Motivate team members to achieve objectives
• Discover training needs and providing coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and rewarding accomplishments
• Ensure the highest levels of productivity, service, and client satisfaction levels
• Organize team-building activities

These are the technical skills, experience, and qualifications that would make someone successful:

• 3 years of leadership experience, preferably in a customer service industry/business license insurance
• A proven history of successfully mentoring and developing employees
• In-depth knowledge of developing and utilizing performance metrics
• Proficiency with MS Office, especially Excel
• Tremendous written and verbal communication skills
• Organizational and time management skills
• Decision-making skills
• Excellent change management skills
• Strong analytical and problem-solving skills
• Attention to detail