Sedgwick · 23 hours ago
Remote Customer Service Team Lead
United States
Full-time
Remote
Mid, Senior Level
4+ years expSedgwick is a company dedicated to providing exceptional support for individuals facing unexpected challenges. The Remote Customer Service Team Lead will oversee daily operations, provide leadership, and ensure high-quality service in handling housing-related inquiries.
BankingInsuranceRisk Management
Responsibilities
Answers inbound calls from insureds/policyholders, adjusters, hotels, and property managers in a professional, friendly, and compassionate manner
Serves as the primary point of contact for escalated housing-related inquiries, demonstrating advanced service and problem-solving skills
Acts as the go-to resource for associates by providing guidance, direction, and real-time support
Leads by example by actively handling inbound calls, emails, and housing tasks during high-volume periods
Learns and maintains working knowledge of all departmental functions to accurately resolve issues and answer questions
Accurately and efficiently enters new housing claims into internal systems
Monitors inbound email queues for claim questions, approvals, and new housing requests
Contacts insureds via text and email to confirm hotel extension needs
Extends hotel stays for clients currently in-house and books hotels when necessary
Updates and maintains the hotel database to ensure accuracy and uniformity
Retrieves hotel folios (receipts) from properties for completed and partial stays
Audits hotel folios and related claims for billing accuracy, compliance, and documentation
Verifies and maintains accurate data across internal systems
Manages IVR call flow and routing based on real-time call volume
Monitors dashboards to track call volume, queue activity, and service-level performance
Delegates tasks based on daily volume, staffing needs, and operational priorities
Maintains a regular pulse on current workload and adjusts workflow accordingly
Motivates team members to meet productivity and quality metrics while maintaining positive morale
Provides critical thinking and decision-making support to resolve complex housing issues
Serves as the sole onsite leader during weekend shifts, demonstrating initiative, reliability, and accountability
Supports daily customer service operations through inbound calls and electronic communication
Performs other duties as assigned
Supports the organization's quality program(s)
Assists leadership with operational support, reporting and workflow improvements as needed
Qualification
Required
Leadership experience in a high volume call center environment
Four (4) years of claims processing or related business experience (or equivalent combination of education and 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
Ability to meet or exceed Performance Competencies
Collaborative team lead who motivates others and contributes to a positive, high-energy work environment
Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Computer keyboarding, travel as required
Hearing, vision and talking
Preferred
Bachelor's degree from an accredited college or university
Insurance or financial services industry experience
Company
Sedgwick
Sedgwick is the world’s leading risk and claims administration partner, helping clients thrive by navigating the unexpected.
10001+ employees
H1B Sponsorship
Sedgwick has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (10)
2023 (4)
2022 (9)
2021 (14)
2020 (10)
Funding
Current Stage
Late StageTotal Funding
$1.5BKey Investors
Altas PartnersLa Caisse
2024-09-12Private Equity· $1B
2018-12-01Private Equity
2018-09-12Acquired
Leadership Team
Michael Arbour
Chairman & Chief Executive Officer
Kalani Reelitz
Global Chief Financial Officer
Recent News
Morningstar.com
2025-11-10
2025-09-04
Company data provided by crunchbase