Customer Service Lead - Remote

Stillwater Insurance Group• US,

1h•Remote

About The Position

The Customer Service Lead serves as a key resource for the Customer Service team, providing day-to-day leadership, coaching, and support while helping deliver exceptional service experiences to policyholders, agents, and business partners. The role is responsible for achieving service objectives, fostering strong relationships among team members, customers, and key stakeholders, and promoting a culture of service excellence. This is a remote work-from-home opportunity with Stillwater Insurance Group, a mid-sized national insurance provider offering home, auto, and commercial insurance products across all 50 states.

Requirements

Four or more years of customer service experience, preferably in an insurance or related environment.
Demonstrated leadership, coaching, or team lead experience.
Excellent verbal and written communication skills.
Strong organizational, analytical, and problem-solving abilities.
Ability to manage competing priorities and meet deadlines in a fast-paced environment.
Proficiency in reading, interpreting, and preparing reports, correspondence, and business documents.
Strong mathematical aptitude, including working with whole numbers and decimals.

Nice To Haves

Excellent listening and interpersonal skills.
Ability to handle difficult or emotional customer situations professionally and effectively.
Commitment to maintaining confidentiality and exercising sound judgment.
Strong focus on customer satisfaction and continuous improvement.
Ability to balance team and individual responsibilities while fostering collaboration.
Demonstrated integrity, accountability, and commitment to organizational values.
Proven ability to inspire others, build engagement, and follow through on commitments.

Responsibilities

Foster positive working relationships between customer service staff and customers.
Maintain a thorough understanding of company operations, products, and applicable state regulations.
Communicate effectively with team members, internal departments, customers, and external business partners.
Monitor and review phone calls and chat interactions to ensure quality standards are met.
Provide initial and ongoing training to support employee development, job knowledge, and regulatory compliance.
Participate in recruitment, interviewing, onboarding, and performance review processes.
Provide management with regular updates regarding team performance and development opportunities.
Review and approve employee timecards and time-off requests.
Support cross-functional operational activities as needed to meet departmental and organizational goals.
Promote teamwork, accountability, and a customer-first culture across the organization.