Customer Service Team Lead - Contact Center (Veterinary-Focused)

Customer Service Team Lead

The Customer Service Team Lead for Contact Center is responsible for overseeing the day-to-day activities and operations of the Customer Service Representative (CSR) team. The Customer Service Team Lead services as the point person for escalated issues presented by customers or staff and is accountable for coaching and ensuring that the team provides timely, effective, and solution-oriented service while maintaining high standards of customer satisfaction and operational efficiency.

Your Impact :

• Monitor key performance indicators (KPIs) and service levels of the CSR team to ensure that client service levels are met or exceeded.
• Manage Five9 Contact Center to ensure inbound calls are answered in accordance with client service level agreements. Appropriately allocate resources to meet or exceed service objectives.
• Research and respond to escalated customer service issues, serving as a subject matter expert to the CSR team. Address service errors to effect prompt resolution. Develop solutions to prevent recurring errors and escalate complex issues to senior team members or management as needed.
• Conduct quality control activities for the CSR team. Conduct call and task monitoring. Consult with management and participate in corrective action steps as necessary.
• Hold regularly scheduled one-on-one coaching meetings with CSR team members to review call recordings, provide performance feedback, and identify training opportunities.
• Develop and maintain documentation related to team member performance. Escalate performance issues as needed to management.
• Maintain a working knowledge of systems and tools used by the CSR team, with an ability to provide advanced analysis on business systems processes and procedures, and utilization of system tools and workflows; perform testing and analysis on system changes and improvements.
• Assess technology-related issues as discovered and open service tickets with Information Technology Services when unable to troubleshoot and resolve independently.
• Review and approve time off request and bi-weekly timecards for the CSR team.
• Perform Customer Service Representative duties, as needed, to ensure client service levels are maintained.

Successful Candidates Will Have :

One80 Intermediaries is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel / accident and health, affinity and administrative services, and warranty business. In 2024, One80 Intermediaries was ranked the 14th largest broker in the U.S. by Business Insurance. In 2025, One80 Intermediaries earned the Great Place To Work Certification for the second consecutive year.

Pay Range : $21.35 - $28.36 Hourly

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and / or budget for this role.

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.