Customer Service Team Lead

We have been writing policies for the same farms and small businesses since 1973. Second-generation ownership: the founder's daughter runs the agency now. Founded in 1973, we now have 29 employees.

Position summary

RMA Insurance Group has an opening for a Customer Service Team Lead. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. We are headquartered in Waco and have been hiring remotely since 2020. We hire in Romania through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT. Equipment is provided, including a laptop.

Key responsibilities

• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud
• Call customers back on open issues within the promised timeframe
• Transfer calls to the right department with a warm handoff
• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Explain bills and payment options and take payments over the phone
• Meet targets for handle time, quality score and customer satisfaction

What you'll need

• 8+ years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Comfortable using multiple screens and systems at the same time
• Reliable attendance. Schedule adherence is tracked
• Typing speed of at least 35 WPM

Nice to have

• Experience handling escalations

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Benefits

• Co-working space stipend
• Performance bonus
• Annual salary review
• Wellness allowance
• Home office setup budget
• Annual learning budget

We may close this posting early once we have enough applications.

Include your expected salary and earliest start date with your application.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at RMA Insurance Group.