Remote Customer Service Team Lead

Remote Customer Service Team Lead
*
* SCHEDULE:

Monday, Tuesday, Friday: 12:00 PM - 9:00 PM EST, Saturday, Sunday: 11:00 AM - 8:00 PM EST, Off:
Wednesday & Thursday
**** PRIMARY

PURPOSE:

** To provide exceptional customer support on Sedgwick's primary temporary housing line while serving as a working team lead responsible for daily operational oversight, task delegation, workflow management, service level performance, and frontline leadership. This role supports policyholders, adjusters, hotels, and partners with housing-related inquiries while assisting with inbound calls, hotel bookings and extensions, billing-related questions, and administrative functions. The Team Lead acts as the primary decision-maker during assigned shifts, supports escalation management, monitors real-time volume, staffing coverage, customer service performance, and team participation, and leads by example by actively performing all customer service duties alongside the team to ensure accuracy, timeliness, quality service, operational efficiency, and customer satisfaction across all housing operations.
** ESSENTIAL FUNCTIONS and RESPONSIBILITIES
*** Answers inbound calls from insureds/policyholders, adjusters, hotels, property managers, and internal partners in a professional, friendly, and compassionate manner.
* Serves as the primary point of contact for escalated housing-related inquiries, demonstrating advanced service, critical-thinking, and problem-solving skills.
* Acts as the primary operational resource for associates by providing guidance, direction, coaching, and real-time support throughout assigned shifts.
* Leads by example by actively handling inbound calls, emails, customer inquiries, and housing-related tasks while balancing leadership responsibilities.
* Learns and maintains working knowledge of all departmental functions to accurately resolve issues and answer questions.
* Accurately and efficiently enters new housing claims into internal systems and ensures documentation standards are maintained.
* Monitors inbound email queues, Outlook mailboxes, carrier portals, web portals, and customer service communication channels to ensure inquiries, approvals, escalations, and new housing requests are worked timely and documented appropriately.
* Contacts insureds via text and email to confirm hotel extension needs and support housing-related requests.
* Extends hotel stays for clients currently in-house and books hotels when necessary.
* Updates and maintains the hotel database to ensure accuracy and uniformity.
* Retrieves hotel folios (receipts) from properties for completed and partial stays.
* Audits hotel folios and related claims for billing accuracy, compliance, and documentation.
* Verifies and maintains accurate data across internal systems and ensures customer interactions and claim activity are properly documented.
* Manages IVR call flow and routing based on real-time call volume. Monitors dashboards to track call volume, email volume, queue activity, service-level performance, staffing availability, workload distribution, and operational metrics; identifies backlogs, bottlenecks, and coverage concerns and takes appropriate action to maintain service standards.
* Delegates tasks and assigns work based on daily volume, staffing needs, operational priorities, and service-level expectations to ensure timely and equitable workload distribution.
* Maintains a regular pulse on current workload, staffing coverage, queue performance, and customer demand and adjusts workflow accordingly.
* Serves as the primary point of contact for team members regarding attendance, schedule questions, coverage concerns, workflow issues, IT matters, and day-to-day operational support needs.
* Monitors team participation, queue…