Customer Service Team Lead – Life & Health

Job not on LinkedIn

🔥 2 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $21 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Brown & Brown Insurance

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1939

💸 Finance

🛡️ Insurance

Finance • Insurance

Brown & Brown Insurance is one of the largest independent insurance brokerages globally, providing a comprehensive range of risk management solutions. Established in 1939, the company offers personal and business insurance, employee benefits, and various national programs. Brown & Brown is committed to diversity, inclusion, and belonging, fostering a culture that values talent and experience. With over 500 locations, the company is well-positioned to meet the diverse needs of its clientele and is listed on the New York Stock Exchange under the ticker BRO. The firm's strategic focus on mergers and acquisitions highlights its disciplined growth strategy.

📋 Description

• Serve as the initial escalation resource for CSRs regarding procedures, systems, product knowledge, and member inquiries • Support new-hire onboarding and ongoing training through shadowing, refresher sessions, job aids, and side-by-side coaching • Assist the Supervisor with monitoring queue activity, service levels, and workflow distribution • Conduct call observations and participate in quality assurance reviews; document and elevate coaching insights • Provide real-time support using Five9 and Synergy • Review survey comments and member feedback, identifying trends for process or training improvements • Reinforce departmental procedures, customer service standards, and HIPAA requirements • Partner with Workforce Management to identify coverage needs, schedule adherence issues, and call-volume trends • Assist in developing and maintaining SOPs, training materials, workflows, and reference documentation • Promote team engagement through communication, professionalism, peer support, and recognition • Offer performance insights and development observations to the Supervisor • Support consistent execution of departmental expectations and service behaviors • Model organizational values, professionalism, accountability, and ownership of outcomes • Contribute to a collaborative, inclusive, and continuous-improvement-focused culture

🎯 Requirements

• High school diploma required • Associate or bachelor’s degree preferred • Minimum of 3 years of customer service experience, preferably in the insurance industry • Previous senior CSR, mentor, or informal leadership experience • Technical experience with Five9 telephony platform • Life & Health insurance licenses may be required for this role • Dependable and punctual attendance • Ability to support procedures, systems, product knowledge, member inquiries, training, quality assurance, workflows, and HIPAA requirements

🏖️ Benefits

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance • Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement • Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services • Paid Time Off • Holidays • Preferred Partner Discounts