FedPoint is seeking a dedicated and experienced Customer Service Team Lead to oversee a team of 10-15 Customer Service Representatives. Reporting to the Manager of Customer Service, the Team Leader will play a crucial role in ensuring high-quality and efficient customer service while managing daily operations and fostering a positive work environment.

The Customer Service Department handles inquiries and changes for FLTCIP enrollees, managing communication via phone, email, and correspondence.

**Job Duties:**

1. **Agent Supervision, Support, & Coaching (65%):**

• Provide daily direction and coaching to ensure timely and accurate customer service.
• Manage team adherence to schedules, breaks, and off-phone tasks.
• Identify performance improvement opportunities and conduct coaching sessions.
• Facilitate regular team meetings and maintain engagement with remote staff.
• Assist in the hiring process, conduct performance reviews, and address employee relations issues.

2. **Operational Execution (30%):**

• Evaluate customer service processes, recommending improvements.
• Participate in strategic planning and execution of departmental workflow.
• Serve as a key contact for internal departments, resolving issues requiring coordination.
• Troubleshoot telephony and service systems issues.

3. **Special Projects (5%):**

• Represent the department on special projects and committees.

**Requirements**

• High school diploma or equivalent required
• 3 years’ experience as a customer service representative, trainer, and/or team lead
• 1 years Supervisory experience required, preferably in selling or servicing in an insurance related field.
• Prior experience developing and coaching call center representatives in an inbound customer service environment preferred.
• Familiarity with call center industry tools, processes, performance metrics, and best practices preferred.
• Long Term Care Insurance experience preferred.

**What the ideal candidate possesses**

• Must receive Long Term Care certification within 9 months of employment
• Customer service driven
• Leadership skills, with proven ability to lead, motivate, and performance manage a team of employees
• Knowledge of call-center best practices, including tracking metrics and enforcing policies and procedures with the team to meet service goals.
• Excellent written and verbal communication skills
• Must be able to work independently, as well as lead a team
• Problem solving / analysis skills
• Organizational skills with attention to detail
• Adaptable and flexible
• Ability to implement and supervise to procedures and policies
• Interpersonal communication skills and phone etiquette with tact, diplomacy and professionalism
• Job requires approximately less than 5% travel

Location: Our office is located in Portsmouth, NH. This is a hybrid role with 2 days required in office.

Why Join Us?

Our mission is to grow and modernize insurance and benefits programs for federal agencies, military service organizations, insurers, and other select clients and partners by providing customized administrative services, well-designed and secure platforms, and an exceptional experience for customers.

At FedPoint, we offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your team management skills and advancing your career.

In addition to working for a company with great people and an excellent reputation, what’s in it for you?

• Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
• Lots of paid time off:3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully-paid parental leave
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.

FedPoint is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you’d like to view a copy of the company’s affirmative action plan, policy statement or have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call (603)433-4500. Equal Employment Opportunity Posters