ICS Team lead

At CLEAResult, we lead the transition to a sustainable, equitable, and carbon-neutral energy-efficient future for our communities and our planet. We do that by creating a people-first culture built on trust, accountability, and transparency; where every employee – regardless of position, role, or identity is treated with respect and given an equal chance to thrive.

Additionally, you will enjoy:

Job Description

As a Team Lead for Integrated Customer Services you will be responsible for ensuring the Integrated Customer Services meet program deliverables by being the first line of support for questions and customer escalations. Key markers for success in this role will include clear communication and experience/expertise in the energy industry. Responsibilities:

Ensure safe work environment

Model the CLEAResult Culture Code

First line of support for ICS team and customer escalations

Monitor real time performance and take necessary steps to meet KPIs

Monitor staff performance for quality assurance and training purposes.

Handle inbound/outbound calls and/or processing as needed

Complete QA activities as required

Act as of Subject Matter Expert (SME) for a variety of product categories

Monitor and participate in the ICS chat support application

Support the supervisor in day-to-day operations as well as coaching/supporting

Contribute to process improvements in a team-based environment

Other responsibilities as required

Review Specialist status in real-time and take action to ensure they are available as much as possible. Examples include helping to resolve IT issues, taking over long calls, answering questions quickly, nudging people who are in a status too long, reducing time in Admin, etc.

Complete Quality Reviews as assigned by Supervisor following the published Quality Review process. Also, follow daily Live Monitor expectations.

Submit, Review, and escalate IT tickets on behalf of Specialists.

Answer the most challenging or complex customer questions including escalations.

Notify workforce management of unscheduled callouts, late arrivals and review exception log for accuracy.

Deliver results and encourage participation in contests.

Ensure Specialists are following new processes. This includes conducting knowledge checks to ensure changes are understood and implemented correctly.

Identify Specialist who need additional assistance. Conduct ad hoc training as needed to close any knowledge gaps of the team or improve their performance, sharing best practices. Document training that takes place including Supervisor and others as needed.

BPI Certificate of Knowledge

Ability to follow all safety requirements

3-5 years in customer service and/or data entry

Demonstrate resourceful and energetic approach with all interactions

Experience operating a telephone system and/or processing data

Accurate computer keyboard and data entry skills

Experience with Microsoft office applications

Excellent listening, telephone, verbal and written communication skills are essential

Possess strong organizational skills with meticulous attention to detail

Treat all team members with kindness

Resilient attitude and adaptive to change

Ability to work well in a fast-paced team environment and manage multiple tasks with continually changing priorities

Ability to work flexible hours; split shifts are required on an as needed basis. Schedule may change with minimal notice. Must be willing to work evenings & Saturdays

Bilingual English/Spanish a plus

Energetic

Resourceful

Resilient

Kind

Compensation Range

$17.75 - $25.05

Currency

USD

Type

Hourly

Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.

Sponsorship is not available for this position at this time. Successful hires must pass pre-employment checks.

Equal Opportunity Employer

As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, sex, gender identity, sexual orientation, status as a qualified individual with a disability or protected veteran, or any other protected status.

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustments to job descriptions and/or requirements at any time without notice.