Customer Service Team Lead

ThompsonGas is the nation’s fastest growing propane retailer, and we are looking for innovative, outside of the box thinkers who want to make an impact. We are rethinking the way we do business and, as a result, our employees are empowered to take an idea and run with it. If you are looking for an environment that will allow you the freedom to drive change, create an unrivaled customer experience and have fun while you’re doing it – then ThompsonGas is for you!

ThompsonGas is currently seeking a Customer Service Team Lead to support our unprecedented growth by providing support to our Upper Midwest Area. The ideal candidate is a big picture thinker, self-sufficient and someone who thrives in a fast-paced environment.The Team Lead will help the Area Customer Service Manager drive the highest possible level of customer service and sales activity. They are responsible for providing support and training to our team of Customer Service Representatives to improve productivity and establish best practices. The Team Lead will work both strategically and tactically to improve overall company performance. This position will report to the Area Customer Service Manager.

Essential Job Duties:

- Provide daily support to the Customer Service team, with hands-on, real time coaching

- Promote and encourage a positive and fun work environment, conducive to learning and creating world class customer experiences

- Resolve escalated customer inquiries including, but not limited to pricing, billing, documenting complaints and setting up new accounts

- Track and measure team and individual productivity and quality results and monitor service levels

- Analyze, summarize and review Key Performance Indicators (KPI’s); report findings, interpret data and make recommendations for improvement

- Monitor staff workloads and call metrics to develop procedures that support efficiency

- Maximize performance by providing help desk resources and technical advice to maximize the effectiveness of back office software and customer portal

- Manage time and attendance tracking and approvals

- Will be required to assist with overflow calls and returning customer calls and emails, as needed, during busy season

Education and Experience:

- Bachelor’s degree in business and/or other relevant education/experience

- Up to 5+ years of customer service experience; with at least 2 years in a supervisory role

- Propane industry experience highly preferred

- Experience in a call center environment preferred

- Ability to translate your skills to other employees through mentoring and training

- Excellent communication skills

- Excellent interpersonal skills to deal with customers/employees

- Demonstrate high level of energy, imitative, professionalism and organizational skills

- Ability to thrive and operate successfully in a fast-paced environment

- Able to work a flexible schedule, to include possible OT and weekends

- Will require travel to various branch location in assigned area

This is a safety sensitive position. Your job performance will impact the health and safety of our customers, our employees and other individuals, as well as your own health and safety. A pre-employment drug screening, including but not limited to screening for the presence of THC, will be required, except where prohibited by law.

ThompsonGas provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ThompsonGas complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.