Insurance Team Leader

RealPage, Inc. • Richardson, TX

1d • $50,500 - $85,900 • Onsite

About The Position

The LeasingDesk Team Leader, I, is responsible for leading 12 to 18 Licensed Insurance Agents for the LeasingDesk Contact Center Insurance Operations. The Team Leader plays an active role in ensuring that department goals are being met or exceeded. This includes but is not limited to assisting the Manager with staffing, quality control, customer satisfaction, problem identification, and reporting assignments.

Requirements

• Active Property & Casualty Insurance License
• Excellent customer service and verbal/written communication skills
• Strong computer skills in PCs and Internet computing.
• Minimum 2-year experience in a call center or customer service role
• Ability to type at least 45 words per minute and accurately capture detailed information.
• Flexible with work hours to meet Contact Center hours of operation and workload needs as manager schedules (including availability to work overtime as required)
• Excellent problem-solving skills required.
• Exhibits professional demeanor, is accountable, accurate, customer friendly.
• Computer literate, working knowledge of Microsoft programs including Outlook, Excel, and Word, and proprietary company systems
• Able to sit or stand for frequent periods in the same location with some opportunity to move about

Nice To Haves

• Previous insurance experience preferred, but not required.

Responsibilities

• Maintain a high level of customer satisfaction and timely resolution to customer service issues.
• Manage and assist employees with work-related problems or situations.
• Coach and develop Licensed Insurance Agents
• Evaluate calls for customer service quality, interpersonal effectiveness and accuracy of information captured utilizing departmental score card.
• Conduct regular meetings and coaching sessions with assignee team members; also responsible for Annual Performance Reviews for assigned team members
• Provide regular feedback to manager on staffing related issues.
• Identify problems and handle difficult employee, customer, and client situations.
• Use sound professional judgment when evaluating and resolving customer complaints.
• Serve as a backup on phones as needed.
• Assist the Manager with operational strategy, process control, staff selection and management reporting.
• Provide recommendations for staff hiring and progressive discipline.
• Report, track and resolve product and process problems.
• Interface between general support staff, management, product management, product development, product implementation, and product support.
• Responsible for call center statistical tracking and trending.
• Assist with technical writing/approval relative to customer and internal documentation.
• Other Duties as assigned. Will be required to work evenings and weekends as needed.

Benefits

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed