Team Leader of Client Service

CSC; Lewisville (TX); Hybrid; USD 55,000 - 85,000; Full time

Job summary

CSC is seeking a Team Leader for the Business License Insurance unit in Texas. This role will supervise a team of Client Service Representatives, driving quality, efficiency and timely business license filings.

You will lead by example, coach team members, and coordinate daily operations to meet client expectations. The position requires strong communication skills, mentorship experience, and a hands-on approach to managing performance metrics.

Qualifications

• 3 years of leadership experience in a customer service/insurance setting.
• Proven history mentoring and developing employees.
• Knowledge of developing and using performance metrics.

Responsibilities

• Create an inspiring team environment with open communication.
• 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 reviews.
• Handle customer complaints and address escalations.
• Design and implement process and operational policies.
• Full spectrum of employee management, development, and training.
• Motivate team members to achieve objectives.
• Identify training needs and provide coaching.
• Listen to team feedback and resolve issues.
• Recognize high performance and reward accomplishments.
• Ensure productivity, service, and client satisfaction levels.
• Organize team-building activities.

Skills

Leadership

Mentoring

Performance metrics

Excel

Communication

Organization

Change management

Analytical thinking

Tools

MS Office

Job description

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
• Excellent change management skills
• Strong analytical and problem-solving skills