Customer Service Lead

Customer Service Lead at Great American Insurance Group

Join Great American Insurance Group, a leader in the insurance industry, offering a unique "small company" culture backed by "big company" expertise. As a subsidiary of American Financial Group, we provide ample opportunities for learning and growth across over 30 specialty and property and casualty operations. We champion diversity and inclusion, striving to create a workplace where all employees feel empowered to excel.

About the Specialty Equipment Division

The Specialty Equipment Division helps businesses thrive by mitigating risks associated with unexpected equipment issues. Our team combines innovative technology with excellent service to deliver embedded insurance solutions, making equipment purchasing and financing simple and reliable. We focus on effective risk management and creating exceptional customer experiences.

The Opportunity: Customer Service Lead (Remote)

We are seeking a dedicated Customer Service Lead to support our Contact Center in a full-time, remote capacity. This role is central to managing inbound and outbound phone calls, email servicing, and critical document processing and data entry workflows.

Key Responsibilities

• Lead and support customer service representatives, setting a benchmark for high-quality service and professionalism.
• Monitor call queues, staffing levels, and service metrics to consistently achieve performance targets.
• Serve as the primary resource for operational questions, providing crucial training and expert issue resolution.
• Handle complex customer and policyholder inquiries efficiently across phone, email, and documentation channels.
• Process insurance documents with precision and maintain accurate, up-to-date customer records.
• Collaborate effectively with internal teams to resolve issues and drive continuous service improvement.

Qualifications

• High school diploma or equivalent experience.
• 7+ years of comprehensive customer service or contact center experience; prior Lead or Specialist experience is strongly preferred.
• Demonstrated strong written and verbal communication skills.
• Proficient typing speed of 40+ WPM and robust technical proficiency.

Schedule & Work Arrangement

This is a full-time position (40 hours/week), Monday–Friday, with a shift from 8:30 a.m.–5:00 p.m. PT / 11:30 a.m.–8:00 p.m. ET. This is a remote role requiring a dedicated home office meeting company standards. Company equipment will be provided. Occasional in-office attendance may be requested for local employees with advance notice.

Compensation & Benefits

The salary range for this position is $27.12 - $36.35 per hour. Great American Insurance Group offers competitive benefits packages for full-time employees, including medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement. Full-time employees also enjoy Paid Time Off, paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.

Key skills/competency

• Customer Service Leadership
• Contact Center Operations
• Performance Monitoring
• Issue Resolution
• Training & Mentorship
• Inbound/Outbound Communication
• Data Entry & Document Processing
• Customer Relationship Management (CRM)
• Team Collaboration
• Insurance Industry Knowledge