Customer Service Team Lead

ABOUT THE ROLE:

The Customer Service (CS) Team is a key part of Orion
180's great insurance experience because they help policyholders, agents, and partners with accuracy, professionalism, and care. This group handles customer questions, policy service requests, and customer education across a number of channels to make sure that problems are solved quickly and effectively.

As the Customer Service Team Lead, you will be in charge of the team's daily work, training and coaching team members, and keeping an eye on performance metrics to make sure service is always top‑notch. You will continue to work directly with customers, in addition to providing leadership and mentorship. This will make sure that every interaction shows Orion
180's dedication to innovation, empathy, and world‑class support.

• Supervise, mentor, and support a team of Customer Service Representatives.
• Monitor daily performance, provide real‑time feedback, and conduct regular 1:1 meetings.
• Assist with onboarding and training new team members and act as a point of escalation for complex issues.
• Foster a high‑performance, service‑oriented team culture that reflects Orion
  180’s mission and values.
• Promote professionalism, collaboration, and accountability within the Customer Experience team.

• Lead by example by continuing to perform “hands‑on” customer service functions.
• Ensure all communications—via phone, chat, or email—reflect Orion
  180’s gold‑standard service.
• Provide expert assistance to residential policyholders, agents, and producers with professionalism and empathy.
• Utilize strong de‑escalation skills to resolve customer concerns efficiently and effectively.
• Support and empower agents and policyholders while maintaining accuracy and compliance with company standards.

• Track, analyze, and report weekly performance metrics and team productivity.
• Identify and implement process improvements to enhance customer experience and operational efficiency.
• Conduct random audits of calls and workflows to ensure quality and compliance.
• Collaborate with leadership to develop new tools, manuals, and procedures to exceed departmental goals.
• Recommend training opportunities, performance recognition, and, when needed, disciplinary actions per company policies.

• Education: High school diploma or GED required; must be at least 18 years old.
• Experience: Minimum of 2 years in customer service (phone or in‑person). Prior supervisory or team lead experience strongly preferred.
• Licensing: Customer Service Representative (4‑40) preferred or ability to obtain within 30 days.

• Excellent communication, coaching, and problem‑solving skills.
• Strong attention to detail and ability to multitask in a fast‑paced environment.
• Skilled in Excel (for scorecards and reports) and other Microsoft Office tools.
• Familiarity with customer service databases and CRM systems.
• Ability to hire, coach, and train employees while motivating them to exceed performance metrics and KPIs.
• Professional demeanor with a strong sense of ownership and accountability.
• Passion for innovation, teamwork, and continuous learning.

At Orion
180, we don’t just meet expectations, we exceed them. If you’re ready to take your career to the next level and be part of a growing, forward‑thinking company, apply today!

• Dynamic Environment:
  On‑site role with a fast‑paced and collaborative team culture. Results‑driven office where your contributions make a real impact.
• Compensation:
  Competitive base pay and performance bonuses.
• Career Growth:
  Mentorship, growth tracks, and professional development.
• Benefits:
  Medical, dental, vision, 401k, paid holidays, PTO and more!

While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (