The Team Lead provides day-to-day operational leadership and coaching to the L&T team, ensuring productivity, quality, SLAs, and business priorities are met. This role coordinates workflow and workload, supports onboarding and training, serves as a subject matter resource and first point of escalation, and assists with complex transactions and county issues. The Team Lead oversees accurate and timely vehicle title and registration processing, monitors reports and ETAs, coordinates priority requests, identifies processing trends, and communicates updates, delays, and regulatory changes to stakeholders and senior management.
Schedule:
Monday-Friday, 8:00am-5:30pm Compensation: $24-$27/hr based on experience Lead, coach, and develop team members through day-to-day operational guidance and support. Monitor team productivity, quality, SLAs, and processing performance; follow up on reports and ETAs. Manage daily workflow and workload distribution to meet business priorities. Train team members on operational processes, state requirements, and procedures; assist with onboarding and training. Serve as the first point of escalation for employee questions, county issues, and complex transactions. Oversee accurate and timely processing of vehicle titles, registrations, transfers, and related documentation. Review processing rejections, provide feedback, and identify trends or errors for escalation to senior management. Coordinate priority requests and communicate processing updates, delays, and regulatory changes to stakeholders. Foster a collaborative, accountable, and customer-focused work environment. Perform other duties as assigned and appropriate to the role. Required
Qualifications:
Required qualifications to effectively perform the job. An equivalent combination of education, training and experience will be considered. (Additional requirements may be designated by position.) This position requires a High School Diploma or equivalent. 3-5 years of experience in customer service required. Prior experience in a lead, supervisory, or mentoring capacity preferred. Previous experience in the automotive, transportation, fleet management, title and registration, or related industry preferred. Previous experience with vehicle title and registration policies and procedures is preferred.
Knowledge, Skills and Abilities:
May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position. Proficient in Microsoft Office programs, strong Excel, and other general office equipment. Ability to proactively research and resolve problems. Organized thinker with exceptional attention to detail. Excellent communication skills, both verbally and in writing. Ability to effectively organize and prioritize work as well as concentrate on multiple tasks simultaneously. Ability to display a positive attitude and be a team player. Ability to build strong client relationships and deliver exceptional customer service. Ability to collaborate effectively with cross-functional teams and external partners. Ability to provide guidance, support, and process knowledge to team members. Ability to balance multiple priorities, meet deadlines, and support team performance goals. Ability to interpret and apply state-specific titling and registration requirements. Ability to identify trends, communicate challenges, and recommend process improvements. Ability to maintain professionalism and composure when handling customer-impacting issues and escalations. Ability to build positive working relationships with internal teams, partners, and customers.
Work Environment:
Environmental or atmospheric conditions commonly associated with the performance of the functions of this job. General office conditions. Exposed to moderate noise levels. Physical Abilities - Activities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Required to use close vision and be able to focus. Regularly required to talk and hear; frequently required to sit, stand and bend at the knee and waist, and walk. Must be able to have repetitive wrist, hand and/or finger movement to type and work on computer. Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment. Regular attendance is a necessary and essential function. This job description is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, or qualifications. Employees may be required to perform other reasonably related duties as assigned to meet business needs. ACERTUS reserves the right to modify, revise, or update job duties, responsibilities, and requirements at any time. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
