Customer Service Onboarding Lead

Job Summary
As a Customer Service Onboarding Lead, you have a critical role in ensuring a smooth transition from training to production for new hires. The Onboarding Lead serves as a mentor, performance coach, and escalation point during the initial 30 days of a new hire’s tenure. This role collaborates closely with training, team leads, and leadership to reinforce learning, monitor performance, and support continuous skill development.

Key Responsibilities

• DUTIES & RESPONSIBILITIES: 
  • Initial Onboarding Support, participate in final day of new hire training
  • Coaching & Call Support, shadow live customer calls to observe application of training, providing immediate feedback and guidance during and after calls
  • Escalation Assistance, support during complex and escalated calls, enabling new reps to build confidence and competence
  • Ongoing performance reporting & tracking, maintain detailed onboarding logs for each new hire
  • Partner with team leads to align on key coaching areas and performance trends.
  • Deliver end of day summaries to leadership highlighting progress, challenges, and areas of focus.
  • Compile weekly insights and feedback to share with the training team for curriculum adjustments.
  • Monitor and document new hire performance through Daily/Weekly Quality Plans (QPs) in InContact.
  • Conduct training classes, as need arises
  • Audit customer service call handling for accuracy, detect trends and missed opportunities
  • Maintain working knowledge of policy and procedures, education, and training
  • Monitoring numerous Teams channels and group chats
  • Maintaining constant communication and professionalism
  • Inter and intra-department communication via email, Teams chat, Teams meetings & phone calls
  • Participate in weekly/bi-weekly meetings and work together as a team on projects
  • Develop end-of-onboarding action plans to support a successful transition into production.
  • Assist in the creation of new training material as assigned and/or delivery training modules
  • Offer constructive feedback and coaching to enhance performance
  • Track and analyze key performance indicators (KPIs) related to claims processing efficiency, accuracy, and customer satisfaction
  • Being interactive and communicative with management and co-workers in a visible manner is an essential function of the job; therefore, camera usage is required for training, team meetings, and meetings with management
  • Other duties as assigned

Qualifications

• Must have exceptional verbal and written communication skills
• Strong understanding of contract language, terms and conditions, policies, and procedures, particularly in the customer service team
• Model ideal behavior and process adherence
• Have a strong code of ethics
• Perform well under pressure
• Must be task and goal oriented
• Have good organizational and time management skills
• Possess punctuality and have an excellent attendance record
• Possess a strong understanding of automotive systems
• Possess critical thinking skills and decision-making abilities
• Exceptional customer service/soft skills
• Be adaptable and flexible
• Be a team player

The candidate(s) offered this position will be required to submit to a background investigation.

Compensation: $23.00 per hour 

What We Offer

Our Benefits Include:

• Paid training
• Work From Home Opportunity
• Computer Equipment Provided
• 401(k) with company match after 90 days of employment
• Medical, Dental, and Vision Insurance
• Voluntary Life Insurance
• Internet Stipend
• Paid Time Off
• Holiday Pay

Learn more about life at Endurance—connect with us on LinkedIn, Facebook, Instagram, and Twitter.

PHYSICAL REQUIREMENTS: 

• Sitting or standing for extended periods; repetitive motions; use hands to handle equipment or controls; reach with hands and arms; typing on keyboard; viewing computer screen extended periods; speak clearly and hearing
• Regular use of typical office equipment, computer software, programs, and methods of communication such as a computer, e-mail, phone system, and messaging.
• Must be able to lift 25 pounds.

Candidates must pass a pre-employment Background Check. 

Equal Employment Opportunity
Endurance Warranty Services is proud to be an equal-opportunity employer. We celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Our differences are what make us better together. Endurance Warranty is an E-Verify Company.

About Endurance
Endurance Warranty has been honored with multiple Stevie Awards for being a great place to work, and we’re growing rapidly. We’re a fast-paced company offering limitless opportunities to grow your career. Thanks to our dedicated employees, we provide best-in-class auto repair coverage to customers across the country, protecting people from unexpected and costly breakdowns for almost 15 years. At Endurance, we embrace the entrepreneurial spirit, and you’ll play a role in shaping this dynamic industry. We offer great pay, amazing benefits, and the opportunity to learn and grow.

When you work for Endurance, you’re working for a company that cares about you and your future. We empower employees to lead, drive change and give back where they work and live. Our people are our greatest strength, and we’re proud to work as a diverse team to serve our customers and our community.

Therefore, we’ve been honored as a top place to work, including multiple StevieⓇ Awards for the best workplace and great employer. For the last several years, Endurance has also earned a spot-on Selling Power’s “50 Best Companies to Sell For” and consistently makes industry lists from Crain’s and Inc. magazine for our continuous and significant growth. Experts in the industry recognize that our employees care as well—Consumer Affairs highly recommends Endurance, and our customers highly rate us on Google, Trustpilot, and other major online review sites.

Come accelerate your career with us. We’ll give you the tools you need to succeed at work and the flexibility to enjoy life outside of your job.