Overview

Since 2009, the mission of U.S. LawShield remains unchanged. We believe in Preserving Freedom for Good™ by educating our 700,000+ members and 6,000+ industry partners in self-defense law; empowering them to handle critical, life-threatening situations with confidence, protecting them from potential injustices in the legal system after acts of self-defense and challenging the status quo regarding the affordability of legal defense. Our higher purpose is to create a united community of responsible individuals who believe in liberty and the inalienable right of self-defense.
We are looking for a Team Lead to join our Member Services (contact center) team that is not afraid to learn new things and challenge themselves. So, if you are a passionate self-starter and eager to make an impact in this ever-growing space, we encourage you to apply today!
Why work at U.S. LawShield?

Nation’s largest legal defense for self-defense organization with 700,000+ members and 6,000+ industry partners in 46 states
Free U.S. LawShield membership for all eligible employees
15 days paid time off per calendar year
Performance-based quarterly bonuses
Medical, Dental, Vision and additional supplemental coverages
401(K)

Position Summary
The contact center Team Lead collaborates closely with key internal and external stakeholders to ensure that the customers using our products and services are as satisfied as possible. The Team Lead will assist in the development of daily task execution for inbound and outbound contact center advisors that interact with members, customers, and prospects via phone, email, chat, and social media channels. This position is responsible for overseeing contact center floor management, advisor needs, escalated customer contacts, and aiding in the performance and development of team members.
Duties/Responsibilities

Assists in the execution of the contact center’s strategy
Identifies and assists with recursive training needs for advisors and tracks training performance
Ensures continuous improvement regarding ease of doing business as well as delivering the intended customer experience
Reports on team results, needs, and opportunities to contact center and corporate leadership
Demonstrates expert-level skill in handling calls ranging from escalated, to sales-oriented, from members and customers
Assists in the daily, weekly, and monthly workforce management plan
Holds agents accountable for individual and assigned team performance
Demonstrates the values of U.S. LawShield

Required Skills/Abilities

Excellent organization and time management skills
Highly collaborative, analytical, and customer experience focused
Strong presentation, written, and verbal communication skills
The ability to build trusting and professional relationships with colleagues
Fluency in contact center speak and the vital KPIs required to provide exceptional service
Proficient computer skills with the ability to learn new software quickly

Education and Experience

High school diploma, Associates Degree or some college preferred
Property and Casualty Insurance License or the ability to attain one

Tagged as: Customer Support

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About U.S. LawShield

Since 2009, the mission of U.S. LawShield remains unchanged. We believe in Preserving Freedom for Good™ by educating our 700,000+ members and 6,000+ industry partners in self-defense law; empowering them to handle critical, life-threatening situations with confidence; protecting them from potential injustices in the legal system after acts of self-defense; and challenging the status quo regarding the affordability of legal defense. Our higher purpose is to create a united community of responsible individuals who believe in liberty and the inalienable right of self-defense.