Job Details

JOB SUMMARY

Responsible for placing safety as #1 priority in day to day work routine for self and others. Under the direct supervision of the Customer Service Center Supervisor, the team lead provides frontline leadership for Customer Service Representatives (CSRs) on tasks and activities directly related to the delivery of outstanding service to Company utility customers. Instrumental in fostering trusted relationships within the team, Customer Service Team Leads provide the foundation for commitment to connecting with the customer and providing an exceptional experience. Focused on increasing CSR productivity and abilities to solve complex issues by providing side-by-side support during customer calls, post call mentoring and transferring knowledge of process, policies, and procedures as well as, the use of multiple systems and tools. Partners with other Company teams across the utility business to assist in identifying process and policy gaps to facilitate the development of new procedures, improved processes, and enhancements to the overall customer experience. Responsible for supporting the communication of changes in procedures or processes to CSRs and any immediate actions needed to provide outstanding customer care. Monitors and evaluates live and recorded calls to ensure quality and accuracy of information. Provides on-the-job training to existing and new CSRs in customer service procedures, including billing, service requests, collections, and customer interaction for multiple utilities. Manages workflow for the day-to-day operations of the customer service center to ensure compliance with corporate procedures and state regulations.

MINIMUM QUALIFICATIONS

• Must possess a working knowledge of Customer Service Center operations normally acquired through completion of a two-year degree in a business-related; and
• Three years of progressive experience in a utility or customer service environment.

OTHER REQUIREMENTS

• Must take all measures necessary to protect networks, devices, programs and data from cyber-attack, damage or unauthorized access.
• Must be legally authorized to work in the United States, no sponsorships considered.
• Subject to pre-employment drug testing and background checks.
• Demonstrated ability to lead, coach, train, and develop customer-facing employees to deliver an exceptional customer experience
• Excellent verbal and written communication skills with the ability to communicate effectively with diverse individuals required.
• Excellent organizational and problem-solving ability and the ability to foster a team environment.
• Proven ability to think clearly in high pressure situations and make quick decisions in life threatening and other emergency situations.
• Excellent customer service skills and ability to maintain professional and courteous manner with customers both internal and external.
• Proven ability to resolve customer conflict situations while independently exercising good judgment and discretion.
• Ability to maintain confidentiality of Company data and customer records.
• Ability to execute an idea and report on progress with little to no supervision.
• Ability to work in a team environment demonstrating responsibility and accountability.
• Strong knowledge of Microsoft office applications and navigation capabilities of CIS and other internal software programs.
• 24/7 availability to staff the customer service center and provide support in emergency situations.
• May be required to maintain a valid driver's license.
• Due to extensive training, employees are not allowed to bid outside the Customer Service Center for twelve (12) months from employment.
• Must adhere to utility group dress code, which is a business casual environment.
• Must be able to work shifts, including evenings, weekends and holidays and consistently meets attendance standards.

PREFERRED QUALIFICATIONS

• Bi-lingual Spanish skills.
• Working knowledge of all applicable Customer Service Center applications, SharePoint, and other software.

JOB RESPONSIBLITIES

• Works with management on establishing and executing plans to accomplish department performance and strategic goals.
• Assists Customer Systems department in development of enhanced features of customer billing system. Plans, researches, and develops procedures manuals/reference materials and telephone techniques to ensure compliance and standardization of customer service and credit related procedures.
• Maintains a high-level of understanding and expertise on numerous applications, processes, and procedures. Works with leadership as a resource and liaison when interpretations are needed for regulatory rules and tariffs.
• Monitors performance of CSR's; conducts performance reviews and addresses performance related issues. Supports and engages team members, both in office and remotely, to ensure business continuity accountability and cohesiveness.
• Performs other tasks and special projects as assigned.

Offers typically made between $62,130 - $77,660

Application Deadline: July 30, 2025

To view our comprehensive and competitive benefits package, click here.

Energizing Lives for a Better Tomorrow

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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.