Team Leader - Customer Service

Position Summary

The Customer Service Team Lead provides day-to-day leadership and operational support for the administrative team by coordinating workloads, ensuring accuracy, improving processes, and serving as the primary resource for staff. This is a working leadership role that actively participates in daily administrative operations while providing guidance, training, and support to ensure the department operates efficiently. The Team Lead leads by example, promotes accountability, and helps create an organized, productive, and customer-focused work environment.

Essential Responsibilities:

Team Leadership

• Coordinate and assign daily, weekly, and batch work assignments to ensure work is distributed fairly and efficiently.


• Delegate responsibilities confidently while maintaining accountability, fairness, and consistency.


• Monitor team productivity and workflow to ensure deadlines, accuracy, and service standards are consistently met.


• Serve as the primary resource for administrative staff by answering questions, providing guidance, and assisting with complex issues.


• Promote teamwork and maintain a positive, professional work environment.

Administrative Support & Working Lead Responsibilities

• Maintain a thorough working knowledge of all Customer Service Team Member responsibilities and procedures.


• Perform the same core administrative duties as Customer Service Team Members, including batch processing, daily task completion, customer and dealer phone support, email correspondence, payment processing, and other operational duties as business needs require.


• Lead by example by consistently demonstrating accuracy, efficiency, professionalism, and excellent customer service.

Operational Knowledge & Support

• Develop and maintain a strong understanding of PRco's internal systems, products, billing processes, procedures, and administrative workflows.


• Assist administrative staff with questions related to billing, premiums, surcharges, procedures, and system functionality.


• Communicate professionally and effectively with dealers and PRco Sales Representatives, researching and resolving questions while ensuring timely follow-up.


• Serve as the department's operational resource by helping staff navigate complex situations and providing guidance on company procedures.

Quality Assurance & Process Improvement

• Monitor daily work for accuracy and identify trends, recurring errors, or workflow concerns.


• Provide coaching and additional training to improve quality and efficiency.


• Recommend, document, and implement process improvements and procedures that reduce errors, improve consistency, and proactively identify issues before they impact customers or dealers.


• Help develop and maintain clear administrative procedures and training materials.

Administrative & Financial Responsibilities

• Run daily operational reports.


• Process software billing payments and follow up with dealers regarding outstanding balances.


• Order office supplies and coordinate weekly office lunches.


• Assist with additional administrative and operational projects as assigned.

Communication & Customer Service

• Maintain professional, timely, and courteous communication with dealers, sales representatives, customers, and internal departments.


• Ensure inquiries are resolved promptly and followed through to completion.

Team Accountability

• Observe workplace performance and provide coaching when appropriate.


• Alert management to recurring performance or workplace concerns that require formal review, including repeated procedural errors after training, attendance concerns, policy violations, or other HR-related issues.

Support a culture of accountability, continuous improvement, professionalism, and teamwork.

Qualifications:

• Successful completion of Customer Service Team Member training and demonstrated proficiency in all administrative functions required.


• Previous administrative or office operations experience required.


• Previous leadership, mentoring, or Team Lead experience preferred.


• Strong understanding of office procedures, workflow management, and customer service principles.


• Ability to learn and become an expert in company systems, billing processes, products, and procedures.


• Excellent verbal and written communication skills.


• Strong organizational, analytical, and problem-solving skills.


• Ability to prioritize multiple responsibilities in a fast-paced environment.


• High level of accuracy, attention to detail, and sound judgment.


• Proficient in Google Suite.


• Ability to maintain confidentiality and exercise professionalism at all times.

Core Competencies:

• Leadership & Coaching


• Accountability


• Organization & Time Management


• Critical Thinking & Problem Solving


• Process Improvement


• Customer Service Excellence


• Effective Communication


• Initiative


• Adaptability


• Team Collaboration


• Professionalism

Work Environment:

• Paid Sick Leave


• Paid Vacation


• Profit Sharing Pension Plan


• Paid Long Term Disability


• Healthcare Coverage

About PRco, Inc.:
Since its inception, PRco has been dedicated to meeting the used car market's demand for extended service contracts and GAP coverage. PRco offers broad coverage for qualified vehicles while providing easy-to-understand contracts. In 2009, PRco introduced PRcoPower, a comprehensive Dealer Management System, along with an online eContracting and payment system. Our mission is to provide an efficient and seamless experience for our customers.

The Customer Service Department works closely as a team to support customers and maintain daily operations. While our office environment and dress code are casual, our work ethic is not. Employees are expected to be punctual, dependable, and able to complete responsibilities with integrity and minimal supervision.

We value professionalism, accountability, teamwork, and respect. This is a focused work environment with a no-phone-in-sight policy during working hours, except during scheduled breaks and lunch periods. We believe in working hard during the workday while maintaining a healthy work-life balance — overtime is uncommon, and work stays at work after 5:00 PM.

Join PRco and be part of a team that values professionalism, collaboration, and exceptional customer service!