Team Lead - Customer Relations & Escalations Management

Title:

Team Lead - Customer Relations & Escalations Management

Houston, Texas

Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, and Tara Energy.

We are looking for an innovative and energetic leader to lead our

. This team handles a variety of customer service elements including but not limited to escalated call handling, red flag call audits and coaching, online customer reviews and response management, customer survey reviews and de-escalation. The role involves leading a team of advanced experienced subject matter experts (SMEs) in their Energy Advisor roles.

This leadership role is expected to help the team navigate some of our more complex customer inquiries and issues while fostering an environment of ownership and accountability while delivering customer solutions! The primary responsibility is to manage, train, develop, coach, monitor and empower team members to provide customers with a superior service and retention experience. Quite a lot of the issues coming to this team involve execution in unchartered waters in the sense each customer case involves unique issues and equally creative solutions. It is extremely important for our leader to be able to balance the ability to solve unique problems by applying our business rules, while helping the team to think independently and creatively. The ability to bounce multiple simultaneous priorities while remaining calm during escalations and ensuring that the team is accountable in closing cases will be a key success criterion for this role.

The role also includes the ability to support the transference of skills and knowledge obtained in the training into practice and production thereby meeting and exceeding key performance objectives. We are looking for someone who can lead a team to reach new heights in customer service and performance.

Required Skills:

Work Experience & Qualifications Required:

Other Requirements:

Benefits:

Just Energy offers a robust benefits plan for staff members, as well as Employee Assistance Programs that offer a wealth of tools and resources to enrich the employee experience. The company also provides a number of cost-free, self-development courses for those that wish to build on their skills and competencies. In addition, a variety of awards offer another opportunity to recognize and reward employees.

Just Energy and its subsidiaries are an equal opportunity employer. We are committed to building a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace. We invite all interested individuals to apply. Primary Location

US-TX-Houston

TX-Hou-Westheimer

Customer Service

US

Regular

Standard

Manager

Full-time

Evening Job

No