Customer Care Team Leader (302525-773)

ZC Sterling and its subsidiaries have served the mortgage industry for more than 30 years and the homebuilder industry for more than 55 years. ZC Sterling's philosophy of service-driven innovation is what makes us a leading provider of specialty insurance and outsourcing solutions provider for the mortgage, homebuilder and insurance industries.

Today, ZC Sterling is a part of QBE the Americas' Specialty portfolio.  QBE is one of the 25 largest insurance and reinsurance groups in the world and maintains offices in 45 countries.  ZC Sterling's industry-recognized serviced are provided by more than 1200 employees from offices across the country in Atlanta, Georgia; Irvine, California; West Hills, California; Raleigh, North Carolina; Jacksonville, Florida; Harlan, Iowa; Lincoln, Nebraska; Taos, New Mexico; Dallas, TX.

Job Description:  Assists management with the training, coaching and supervision of team members to maximize team and individual performance and productivity.  Provides floor support for team member questions, escalated calls and successful call resolution.  Provides call handling support during high volume periods. 

Job Functions

• Provide representatives and agents with call floor support, answer questions, and handle escalated calls
• Provide inbound and outbound call handling for the purpose of sales and service of insurance and related products
• Assist in the training, orientation and mentoring of newly hired agents and representatives
• Assist with call reviews and provide coaching of other agents and representatives
• Provide supervisory assistance in the absence of the Supervisor

• Knowledge and experience as a sales or customer service representative
• Basic PC knowledge and expertise; Windows navigational skills preferred
• Demonstrated effective verbal communication skills
• Demonstrated ability to multi-task and meet assigned deadlines
• Ability to provide effective feedback
• Ability to function in a fast-paced, high volume environment

• High school diploma or GED required
• Ability to type 5000 keystrokes per hour required
• 1+ to 3 years experience required

ZC Sterling is an equal opportunity employer. It is the policy of ZC Sterling that all employees and applicants for employment will be treated in all respects on the basis of their merit and qualifications and without regard to their race, color, national origin, age, disability, sexual orientation, religion, gender, military status, marital status or ancestry