Team Lead (Customer Service) na ReEmployAbility, Inc

Description

ReEmployAbility is the largest national provider of specialty return-to-work services and transitional employment programs. We provide simple, fast, safe return to work solutions to help control the rising cost of workers' compensation while positively impacting the lives of injured workers.

What We’re Looking For

• A servant leader who thrives on coaching and developing others.
• Strong interpersonal and communication skills with the ability to motivate through encouragement and accountability.
• Experience in customer service, team supervision, or leadership roles.
• Knowledge of workers’ compensation laws is a plus but not required.
• Ability to adapt, problem-solve, use data to make decisions, and foster a positive, growth-oriented work environment.

What’s in it for you?

• Monday–Friday schedule (no weekends!)
• Paid Holidays + PTO + Paid Volunteer Time
• 401(k) with a company-match--100% vested from initial contribution!
• Medical, Dental, Vision, Pet Insurance & more
• Experience our great company culture with a focus on wellness!
• Company-paid Life Insurance.

FLSA Status: Salaried (Exempt), Full-Time

Summary / Objective
The Team Lead plays a key role in driving both the production and quality of their customer service team. This position is focused on coaching, mentoring, and motivating team members through positive leadership practices that foster growth, accountability, and success. The Team Lead is ultimately responsible for the success of both the team and the individuals within it, creating an environment where employees feel supported, challenged, and engaged. A working knowledge of workers’ compensation laws in various states is beneficial to address litigation-related issues.

Essential Functions

• Motivate, monitor, and measure team members in alignment with company targets and performance standards.
• Deliver monthly and annual performance conversations, recognizing successes and quickly addressing performance or quality gaps with coaching and support.
• Partner with HR to manage attendance and PTO requests, ensuring daily staffing needs are met.
• Supervise day-to-day operations of the Transition2Work program, ensuring motivation, performance, and solutions to challenges are consistently maintained.
• Balance light administrative and reporting tasks with a primary focus on mentorship, supervision, and positive motivation to guide team vision and productivity.
• Apply strategic thinking to anticipate challenges, recommend process improvements, and align team goals with broader departmental and organizational objectives. 
• Collaborate with other leaders to strengthen a culture that aligns with the company’s mission and vision.
• Provide coaching and feedback on quality concerns and opportunities for improvement.
• Monitor daily production and quality through team dashboards to ensure goals are achieved.
• Perform 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

• Bachelor’s Degree in Business, Communications, or related field; or relevant experience in lieu of education
• Previous supervisory experience, 2 years
• Customer service experience, 2 years
• 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.