The Jonus Group
Partner Services Team Lead
Job Summary The Partner Services Team Lead will oversee the daily operations of the customer service team, ensuring high-quality service delivery and adherence to organizational standards. This role focuses on improving customer satisfaction, strengthening retention, and supporting team performance through coaching, training, and performance monitoring.
Responsibilities
Manage a team of customer service and licensed representatives, including coaching, mentoring, and conducting 1:1 meetings. Oversee attendance management by approving and recording paid time off, tracking absences and tardiness, and coordinating schedule adjustments. Handle escalated and complex customer issues, including direct interaction with policyholders as needed. Assist in managing BBB, DOI, and social media complaints, providing timely updates and resolution communication. Partner with the Performance Coach to monitor representative productivity and performance metrics. Collaborate with trainers to ensure the team remains current on all processes and procedures. Motivate team members through daily objectives and recognition systems that encourage productivity. Perform additional duties as assigned. Qualifications/Requirements
Associate degree required; Bachelor's degree preferred. (Or 4 years of relevant work experience may be considered in lieu of a degree.) Willingness to obtain a Property & Casualty insurance license. Prior insurance industry experience (e.g., Claims, Account Executive, or related role) strongly preferred. Minimum of 1 year of management or supervisory experience preferred. Strong leadership and organizational skills. Effective communication, decision-making, time management, and critical thinking abilities. Ability to manage multiple priorities in a fast-paced environment.
Disclaimer: Please note that this job description may not cover all duties, responsibilities, or aspects of the role, and it is subject to modification at the employer's discretion.
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Job Summary The Partner Services Team Lead will oversee the daily operations of the customer service team, ensuring high-quality service delivery and adherence to organizational standards. This role focuses on improving customer satisfaction, strengthening retention, and supporting team performance through coaching, training, and performance monitoring.
Responsibilities
Manage a team of customer service and licensed representatives, including coaching, mentoring, and conducting 1:1 meetings. Oversee attendance management by approving and recording paid time off, tracking absences and tardiness, and coordinating schedule adjustments. Handle escalated and complex customer issues, including direct interaction with policyholders as needed. Assist in managing BBB, DOI, and social media complaints, providing timely updates and resolution communication. Partner with the Performance Coach to monitor representative productivity and performance metrics. Collaborate with trainers to ensure the team remains current on all processes and procedures. Motivate team members through daily objectives and recognition systems that encourage productivity. Perform additional duties as assigned. Qualifications/Requirements
Associate degree required; Bachelor's degree preferred. (Or 4 years of relevant work experience may be considered in lieu of a degree.) Willingness to obtain a Property & Casualty insurance license. Prior insurance industry experience (e.g., Claims, Account Executive, or related role) strongly preferred. Minimum of 1 year of management or supervisory experience preferred. Strong leadership and organizational skills. Effective communication, decision-making, time management, and critical thinking abilities. Ability to manage multiple priorities in a fast-paced environment.
Disclaimer: Please note that this job description may not cover all duties, responsibilities, or aspects of the role, and it is subject to modification at the employer's discretion.
#LI-BC1