Customer Service Lead - Remote

Customer Service Lead

Join a collaborative, service-focused team where analytical rigor, sound judgment, and professionalism are valued. At Stillwater Insurance Group, the Customer Service Lead serves as a key resource for the Customer Service team, providing day-to-day leadership, coaching, and support while helping to deliver exceptional service experiences to policyholders, agents, and business partners.

Why Stillwater?

Stillwater Insurance Group is a mid-sized national insurance provider offering home, auto, and commercial insurance products across all 50 states. Headquartered in Jacksonville, Florida, with offices in New York and Omaha, we are known for our supportive culture, strong values, and people-first approach.

Our employees describe Stillwater as a workplace with accessible leadership, strong integrity, and a genuine commitment to teamwork and professional growth. We emphasize collaboration, accountability, and internal development within a high-performing environment. This is a remote work from home opportunity.

Role Overview

The Customer Service Lead is responsible for achieving service objectives while fostering strong relationships among team members, customers, and key stakeholders and promoting a culture of service excellence.

Key Responsibilities

• Foster positive working relationships between customer service staff and customers.
• Maintain a thorough understanding of company operations, products, and applicable state regulations.
• Communicate effectively with team members, internal departments, customers, and external business partners.
• Monitor and review phone calls and chat interactions to ensure quality standards are met.
• Provide initial and ongoing training to support employee development, job knowledge, and regulatory compliance.
• Participate in recruitment, interviewing, onboarding, and performance review processes.
• Provide management with regular updates regarding team performance and development opportunities.
• Review and approve employee timecards and time-off requests.
• Support cross-functional operational activities as needed to meet departmental and organizational goals.
• Promote teamwork, accountability, and a customer-first culture across the organization.

Qualifications

Required

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• Four or more years of customer service experience, preferably in an insurance or related environment.
• Demonstrated leadership, coaching, or team lead experience.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Proficiency in reading, interpreting, and preparing reports, correspondence, and business documents.
• Strong mathematical aptitude, including working with whole numbers and decimals.

Preferred Skills & Competencies

• Excellent listening and interpersonal skills.
• Ability to handle difficult or emotional customer situations professionally and effectively.
• Commitment to maintaining confidentiality and exercising sound judgment.
• Strong focus on customer satisfaction and continuous improvement.
• Ability to balance team and individual responsibilities while fostering collaboration.
• Demonstrated integrity, accountability, and commitment to organizational values.
• Proven ability to inspire others, build engagement, and follow through on commitments.

Why Consider This Role?

This is an excellent opportunity for experienced customer service professionals looking to grow their leadership skills, influence service strategy, and make a meaningful impact on both customer experience and team development.

Apply today to grow your career with Stillwater Insurance Group. Employment offers are contingent upon successful completion of a background investigation and pre-employment drug screening. Stillwater Insurance Group is a drug-free workplace and an equal opportunity employer.