Customer Service, Team Lead

One

Phoenix, AZ

Apply

JOB DETAILS

SKILLS

Call Center Management, Call Centers, Coaching, Communication Skills, Computer Mouse Hardware, Continuous Improvement, Customer Relationship Management (CRM), Customer Support/Service, Disbursements, Establish Priorities, Insurance, Keyboards, Leadership, Maintain Compliance, Metrics, Microsoft Office, Multilingual, Network Integration, Office Equipment, Payment Processing, People Management, Performance Analysis, Performance Metrics, Problem Solving Skills, Process Improvement, Quality Assurance, Record Keeping, Service Level Agreement (SLA), Team Lead/Manager, Team Player, Time Management, Training/Teaching

LOCATION

Phoenix, AZ

POSTED

2 days ago

Position Title: Customer Service, Team Lead
Department: Customer Support
Reports to: Call Center Manager
Job Type: Full-time, Hourly
FLSA Status: Non- Exempt
Location: Phoenix, AZ

Overview:

The Customer Service Team Lead is responsible for guidingand supporting a team of customer service representatives to deliver high-quality, consistent support to customers. This role serves as a key liaison between frontline agents and leadership, ensuring team performance aligns with service standards, operational goals, and customer expectations.

The Team Lead monitors day-to-day operations, provides coaching and development, and helps drive continuous improvement in both individual and team performance. They play a hands-on role in resolving issues, maintaining service levels, and fostering a positive, collaborative team environment in a fast-paced call center setting.

Key Responsibilities:

Oversee a team of customer service representatives, providing guidance and training
Monitors individual performance for team members and provides feedback to ensure their ability to execute all responsibilities and encourage growth.
Use expertise to ensure team's understanding of scope of work
Assist in improving team's product knowledge
Bridge gap between management, QA, and agents
Coordinates/monitors daily work adherence to schedules and assignments
Tracking SLA's and other important KPI's/metrics, and maintaining records for all agents
Serve as a main point of contact for CSA's
Provide input into performance goals process and hiring decisions
Weekly meetings with management to discuss team metrics, development, and update on CSA's
Meetings with team to provide updates on metrics
Provide floor support/assistance to agents
Additional duties as needed to support this position

Skills & Abilities:

Ability to manage shifting priorities and timelines
Ability to work in a team
Ability to communicate effectively with people at all levels
Positive attitude and passion for customer service
Ability to strive in a fast-paced environment and adapt to change
Training experience
Strong critical thinking, planning and prioritization skills
Ability to work under pressure and meet deadlines
Demonstrated ability to solve problems

Education & Experience:

Associate degree OR 2+ years relevant experience preferred
Insurance experience is preferred
Experience with MS Office, Google Suite, CRM applications
Call Center or Customer Service experience a plus
Bi-lingual a plus

Desired Traits:

Growth Mindset, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment:

Standard indoor office setting; exposure to computer screens.

Physical:

Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.

Vision:

See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing:

Ability to hear in the normal audio range with or without corrections.

Company Profile: At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept.

The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely.

Headquartered in Folsom, CA, One Inc offers competitive salaries, comprehensive benefits - including medical, dental, and vision insurance - a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated "Onesters."

Join us in building the infrastructure that fulfills the promise of insurance.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Customer Service, Team Lead

One

Phoenix, AZ

About the Company

One

Similar Job Searches