Customer Service Team Lead

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

OTHER REQUIREMENTS

PREFERRED QUALIFICATIONS

JOB RESPONSIBLITIES

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

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