Sedgwick

Customer Service Team Lead

Sedgwick

part-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Provide exceptional customer support on Sedgwick’s primary temporary housing line.
  • Serve as a working team lead responsible for daily operational oversight, task delegation, and frontline leadership.
  • Support policyholders, adjusters, hotels, and partners with housing-related inquiries.
  • Assist with inbound calls, hotel bookings and extensions, billing-related questions, and administrative functions.
  • Act as the primary decision-maker during assigned shifts.
  • Support escalation management and monitor real-time volume.
  • Actively perform all customer service duties alongside the team.
  • Accurately and efficiently enter new housing claims into internal systems.
  • Monitor inbound email queues for claim questions, approvals, and new housing requests.
  • Extend hotel stays for clients currently in-house and book hotels when necessary.
  • Audit hotel folios and related claims for billing accuracy, compliance, and documentation.
  • Manage IVR call flow and routing based on real-time call volume.
  • Motivate team members to meet productivity and quality metrics.

Requirements

  • Bachelor's degree from an accredited college or university preferred.
  • Leadership experience in a high volume call center environment and four (4) years of claims processing or related business experience.
  • 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 management abilities in a high volume environment.
  • Ability to maintain confidentiality and exercise sound judgment.
  • Ability to work in a team environment.
  • Ability to handle multiple conflicting priorities.
Benefits
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
claims processingcustomer supporttask delegationbilling accuracyIVR call flow managementhotel bookingadministrative functionsdata entryescalation managementmonitoring email queues
Soft Skills
leadershipproblem-solvingorganizational skillstime managementcommunication skillsteamworkconfidentialityprofessionalismcreativitymotivation
Certifications
Bachelor's degree