Team Lead (Customer Service)

Description

ReEmployAbility, the largest national provider of specialty return-to-work and transitional employment programs, is seeking a Customer Service Team Lead. We are looking for an experienced people-leader who is ready to take the next step in their career.  This is an in-office position located in Brandon, Florida.

What We Offer:
At ReEmployAbility, we believe in supporting both your personal and professional growth. Here’s what you can expect:

• Positive Company Culture: A supportive environment that prioritizes wellness, growth, and respect—both personally and professionally.
• Generous Paid Time Off: Recharge with paid time off, including holidays, so you can return focused and ready to excel.
• Volunteer Time Off: Give back with 16 hours of paid volunteer time each year.
• 401(k) with Company Match: Plan confidently for the future with immediate 100% vesting on employer-matched contributions.
• Comprehensive Benefits: Medical, dental, vision, short-term disability, pet insurance, and more—because we take care of our people.

Join Our Team:
Are you a people-first leader who’s passionate about developing talent and building high-performing teams? Apply today to join our Brandon, FL team as a Customer Service Team Lead, where you’ll coach, mentor, and guide team members in their career growth while driving exceptional results.

FLSA Status: Salaried (Exempt), Full-Time

Reports To: Service Operations Manager

Supervises: Administrative Associates

Summary/Objective

The Team Lead is responsible for the production and quality of their team members. They are ultimately responsible for the success of their team and the individuals that comprise it. Team Lead encourages the growth of each member of their team by creating a healthy and productive work environment. The position necessitates some level of understanding of various workers’ compensation laws in each state to handle litigation issues.  

Essential Functions

• Ensuring that team members are motivated, monitored and measured in line with company targets and performance standards. 
• Responsible for delivering monthly performance conversations and addressing gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers and coming up with solutions to foreseen challenges. 
• Managing attendance and PTO requests with HR to guarantee the team is fully staffed daily.  
• Maintaining detailed documentation and ongoing communication with team members for performance reviews and coaching documents.  
• Developing the overall success of the team by supervising the day-to-day operations of their team, making sure that motivation and performance levels are maintained. 
• Some administrative tasks and report writing duties, but primarily act as motivators, supervisors, and mentors, to guide the team’s vision and ensure that everything goes according to plan. 
• Working well with other members of the Leadership Team in creating an environment that is aligned with the company’s vision and mission.  
• Monitors daily production and quality on team dashboard. 
• Other duties as assigned 

Requirements

• Strong decision making, problem-solving and conflict resolution skills.
• Able to motivate, lead and inspire others. 
• Ability to handle escalated customer issues to client satisfaction. 
• Articulate and professional written and oral communication skills.
• Strong attention to detail.
• Must be able to multitask, prioritize and meet deadlines with short notice.
• Accountable and punctual
• Flexible and adaptable to change
• Strong computer skills including proficiency in Microsoft Outlook and Word.
• Problem solving and critical thinking skills
• Self-motivated individual and entrepreneurial.
• Display professionalism with co-workers and external parties. 
• Build and maintain professional relationships. 
• The ability to work and comply with all EEOC rules collaboratively, respectfully and to accept constructive criticism from management with dignity and respect. 
• Successfully pass background check

Required Education and Experience

• 2+ years of customer service experience
• 1+ years supervisory experience
• Associates Degree or Bachelor’s Degree in Business, Communications, or related field; or experience in lieu of education
• Knowledge of the workers’ compensation industry, preferred

Other

Individual is required to sit for an extended period of time, stand, walk, talk and hear, use hands and fingers, handle or feel and reach with hands and arms. May also occasionally need to lift or move 0-15 pounds. Specific vision skills for computer usage and written document reading.

Anyone who is capable of something can make an impact in the community where they live. ReEmployAbility is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

EEO Compliance: ReEmployAbility is committed to equal employment opportunity for all persons, regardless of race, color, creed, national origin, sex, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, or other status protected by Federal or State law.

ADA Compliance: Reasonable accommodations are available to persons with disabilities during the application process and/or interview process in accordance with the Americans with Disabilities Act.