Remote Customer Service Team Lead

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

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Remote Customer Service Team Lead

Schedule: Monday, Tuesday, Friday 12:00pm-9:00pm EST

Saturday, Sunday 11:00am-8:00pm 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, 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, and leads by example by actively performing all customer service duties alongside the team to ensure accuracy, timeliness, quality service, and team performance across all housing operations.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Answers inbound calls from insureds/policyholders, adjusters, hotels, and property managers in a professional, friendly, and compassionate manner.
• Serves as the primary point of contact for escalated housing-related inquiries, demonstrating advanced service and problem-solving skills.
• Acts as the go-to resource for associates by providing guidance, direction, and real-time support.
• Leads by example by actively handling inbound calls, emails, and housing tasks during high-volume periods.
• 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.
• Monitors inbound email queues for claim questions, approvals, and new housing requests.
• Contacts insureds via text and email to confirm hotel extension needs.
• 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.
• Manages IVR call flow and routing based on real-time call volume.
• Monitors dashboards to track call volume, queue activity, and service-level performance.
• Delegates tasks based on daily volume, staffing needs, and operational priorities.
• Maintains a regular pulse on current workload and adjusts workflow accordingly.
• Motivates team members to meet productivity and quality metrics while maintaining positive morale.
• Provides critical thinking and decision-making support to resolve complex housing issues.
• Serves as the sole onsite leader during weekend shifts, demonstrating initiative, reliability, and accountability.
• Supports daily customer service operations through inbound calls and electronic communication.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).
• Assists leadership with operational support, reporting and workflow improvements as needed.

QUALIFICATIONS

Education & Licensing
Bachelor's degree from an accredited college or university preferred.

Experience

Leadership experience in a high volume call center environment and four (4) years of claims processing or related business experience (or equivalent combination of education and experience) required; insurance or financial services industry experience preferred.

Skills & Knowledge

• Creative, solutions-oriented approach to customer service while maintaining professionalism
• Excellent oral and written communication skills with an authentic, engaging and personable communication style, including presentation skills
• PC literate, including Microsoft Office products
• Strong problem-solving and escalation-resolution skills
• Strong organizational and time ma