Customer Service Team Lead Utah

ABOUT THE ROLE:

The Customer Service (CS) Team is a key part of Orion180s great insurance experience because they help policyholders agents and partners with accuracy professionalism and care. This group handles customer questions policy service requests and customer education across a number of channels to make sure that problems are solved quickly and effectively.

As the Customer Service Team Lead you will be in charge of the teams daily work training and coaching team members and keeping an eye on performance metrics to make sure service is always top-notch. You will continue to work directly with customers in addition to providing leadership and mentorship. This will make sure that every interaction shows Orion180s dedication to innovation empathy and world-class support.

Pay Rate: $27.00 per hour

WHAT YOULL DO:

Team Leadership & Coaching

• Supervise mentor and support a team of Customer Service Representatives.
• Monitor daily performance provide real-time feedback and conduct regular 1:1 meetings.
• Assist with onboarding and training new team members and act as a point of escalation for complex issues.
• Foster a high-performance service-oriented team culture that reflects Orion180s mission and values.
• Promote professionalism collaboration and accountability within the Customer Experience team.

Customer Service Excellence

• Lead by example by continuing to perform hands-on customer service functions.
• Ensure all communicationsvia phone chat or emailreflect Orion180s gold-standard service.
• Provide expert assistance to residential policyholders agents and producers with professionalism and empathy.
• Utilize strong de-escalation skills to resolve customer concerns efficiently and effectively.
• Support and empower agents and policyholders while maintaining accuracy and compliance with company standards.

Performance & Process Management

• Track analyze and report weekly performance metrics and team productivity.
• Identify and implement process improvements to enhance customer experience and operational efficiency.
• Conduct random audits of calls and workflows to ensure quality and compliance.
• Collaborate with leadership to develop new tools manuals and procedures to exceed departmental goals.
• Recommend training opportunities performance recognition and when needed disciplinary actions per company policies.

WHAT WERE LOOKING FOR:

• Education:High school diploma or GED required; must be at least 18 years old.
• Experience:Minimum of 2 years in customer service (phone or in-person). Prior supervisory or team lead experience strongly preferred.
• Licensing:Customer Service Representative (4-40) preferred or ability to obtain within 30 days.

Skills & Competencies:

• Excellent communication coaching and problem-solving skills.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Skilled in Excel (for scorecards and reports) and other Microsoft Office tools.
• Familiarity with customer service databases and CRM systems.
• Ability to hire coach and train employees while motivating them to exceed performance metrics and KPIs.
• Professional demeanor with a strong sense of ownership and accountability.
• Passion for innovation teamwork and continuous learning.

WHATS IN IT FOR YOU:

Dynamic Culture: Join a forward-thinking team redefining the insurance experience through innovation and technology.

Career Growth: Advance your leadership skills and build your career in a company that values initiative and excellence.

Meaningful Impact: Play a vital role in shaping how we serve our customers and elevate our operational performance every day.

The office environment is fast-paced and collaborative. An employee must be willing and able to work their regularly assigned work schedule and in times of need be able to work an extended schedule depending on company or departmental needs project requirements or customer demands. While performing general duties for this position the employee is regularly required to sit stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking listening comprehending and reading; being able to lift light objects (<25 lbs); and using standard office equipment such as computers printers and addition there is an occasional need to bend twist or squat down to open/close cabinets and reach for files or other standard office-type objects.

Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status.

Reasonable accommodations are available for qualified individuals with disabilities during the application process. Applicants who need accommodations may email to request assistance.