Customer Service Manager- Team Lead

Job Summary:

The Team Lead - Customer Service Management position is responsible for day-to-day activities of assigned customer accounts and managing Level I Customer Service Managers. This position shall be the customer advocate within the company, while also focusing on coaching and managing team members. Supporting Customer Service Managers by overseeing customer interactions to help problem solve and achieve business goals by building trust and providing strategic as well as realistic solutions. This position is expected to maintain the general customer relationship, work closely with the assigned sales representative, and identify ways to provide additional services to the customer. The Team Lead shall work closely with the Sr. Customer Service Manager on escalation to effectively manage the customer’s expectations as well as meet or exceed financial & operational goals.

In addition, The Team Lead - Customer Service Management will oversee customer accounts and assist inter-department Team Members who are directly responsible for (i) contract renewals for current accounts (including price increases); (ii) working collaboratively with Sales on requests for pricing additional locations or services; (iii) the review of customer-proposed Scopes of Work; (iv) expedite escalations to satisfy customer requests, while ensuring company profitability expectations are met; (v) scheduling and attending periodic business reviews; (vi) coaching and promoting growth with the CSM staff; (vii) serve as first line of escalation for customers managed by Level I staff.

Minimum Qualifications: (Education, Experience, Knowledge, and Skills):

Job Duties and Responsibilities:

Physical Demands and Work Environment:

"The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to assign or reassign duties and responsibilities at any time, based on business needs."

About Us:

PowerSecure, a Southern Company subsidiary, is a leading provider of innovative energy solutions to electric utilities and their industrial, institutional, and commercial customers.

Join Our Power Team!

We invest in high-value and cost-effective benefits for our employees. Our benefits package includes:

PowerSecure is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. This position is not open to third party recruiters.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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