Customer Service Lead
About The Position
Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow. At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best. In the Specialty Equipment Division, we help businesses stay in business when unexpected equipment issues arise. Our team blends innovative technology with service excellence to deliver embedded insurance solutions that make purchasing and financing equipment fast, simple, and reliable. We manage risk while creating exceptional customer experiences. Learn More: https://www.greatamericaninsurancegroup.com/about-us/business-operations/division/specialty-equipment We are seeking a Customer Service Lead to support our Contact Center in a full-time, remote capacity. This team is responsible for inbound & outbound phone calls, email servicing and document processing/data entry work.
Requirements
- High school diploma or equivalent experience.
- 7+ years of customer service or contact center experience; prior Lead/Specialist experience preferred.
- Strong written and verbal communication skills.
- Typing speed of 40+ WPM and strong technical proficiency.
Responsibilities
- Lead and support customer service representatives, modeling high-quality service and professionalism.
- Monitor call queues, staffing levels, and service metrics to meet performance targets.
- Serve as a primary resource for operational questions, training, and issue resolution.
- Handle complex customer and policyholder inquiries across phone, email, and documentation workflows.
- Process insurance documents accurately and maintain up-to-date customer records.
- Collaborate with internal teams to resolve issues and support continuous improvement.
Benefits
- We offer competitive benefits packages for full-time and part-time employees.
- Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement.
- Full-time and eligible part-time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.
- Compensation varies by role, level, and location and is influenced by skills, experience, and business needs.
- Your recruiter will provide details about benefits and specific compensation ranges during the hiring process.
- Learn more at http://www.gaig.com/careers.
- Excludes seasonal employees and interns.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
