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Customer Service Team Lead

Company: e-TeleQuote Insurance
Location: Clearwater
Posted on: May 3, 2021

Job Description:

Description: e-TeleQuote -- Where Your Passion Meets Purpose Are you Passionate about Leading others to Success? Are you Passionate about Providing the Highest Level of Customer Service?
e-TeleQuote helps to give your Passion a Purpose.
Our mission at e-TeleQuote is to help Medicare beneficiaries select a Medicare plan that best suits their healthcare and financial needs. As an innovative leader in the Medicare space, we are dedicated to developing and utilizing advanced technologies that make it easier for beneficiaries to get the help they need when selecting a Medicare plan.
e-TeleQuote is looking for a Customer Service Team Lead who will play an integral role in our Customer Service Departments day to day success.

Essential Duties and Responsibilities:

Coach the service retention team to yield optimal performance through a sound understanding of the business protocols. Manage the daily operations of the service, retention agents; implement operational strategies, one on one coaching, and provide regular feedback to team members. Meet or exceed goals and objectives through the management of the team in accordance with Company policies and procedures; motivate and coach direct reports, conduct performance appraisals, maintain accurate, current and consistent documentation. Review productivity and job expectations, provide constructive feedback, direct coaching, and disciplinary action, when necessary. Ensure training needs are met on an ongoing basis. Organize staffing, including shift patterns and number of staff required to meet demand; monitor attendance in accordance with Company policies and procedures. Monitor random calls to improve quality, minimize errors and track operative performance. Resolve escalated customer issues. Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues. Prepare reports as needed. Provide Subject Matter Expertise. Successfully complete all required training and continually update team members. Hold regular team meetings with direct reports; ensure all Company policy/process and client changes are communicated in a timely manner. May perform additional duties and responsibilities, as assigned.
. Requirements:

Education/Experience Requirements:

  • Associate's degree in a related field or advanced vocational training and 2 or more years' related experience; or High School diploma or equivalent with 3 or more years of related work experience required.
  • At least 1 year supervisory experience required.
  • Inside sales experience in a Medicare and/or individual sales environment, preferably in a brokerage or insurance company with a successful track record of goal achievement.
  • Knowledgeable in CMS and Health Care reform rules and regulations required.
  • Must be able to obtain an Insurance License in relevant state.
  • Call center experience preferred.

Qualification/Skill Requirements:

  • Advanced user-level knowledge of computer technology and computer operating systems including MS Office products.
  • Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills; must be able to coach others towards meeting highly demanding sales goals.
  • Ability to act as a role model and leader within the organization.
  • Ability to demonstrate innovation, good judgment, and problem solving skills when making decisions.
  • Excellent customer service and communication skills, ability to work under pressure while maintaining professional demeanor.
  • Strong analytical and project management skills.
  • Possess a genuine willingness to learn, be intuitive and resourceful, and be coachable

Working Conditions:

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
  • While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 10 pounds.
  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.


Keywords: e-TeleQuote Insurance, Clearwater , Customer Service Team Lead, Other , Clearwater, Florida

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