Team Leader, Customer Care Center

🔥 0 minutes ago

🐎 Kentucky, Ohio, +2 more states – Remote

🐎 Kentucky – Remote 🏈 Ohio – Remote 🔔 Pennsylvania – Remote ⚔️ Virginia – Remote

💵 $82.2k - $123.2k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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NiSource

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1999

⚡ Energy

💰 Post-IPO Debt on 2023-06

Energy • Utilities

NiSource is a leading utility company providing natural gas and electric services to nearly four million customers across six states through its brands, including Columbia Gas and NIPSCO. The company focuses on sustainability and the transition to renewable energy sources while maintaining a reliable energy supply. NiSource is committed to community engagement, safety, and innovation, partnering with producers of renewable natural gas to provide cleaner energy solutions. With approximately 7,400 employees, NiSource places a strong emphasis on diversity, equity, and inclusion within its workforce and communities.

📋 Description

• Lead a team of Customer Care professionals to execute organizational vision and strategy • Deliver outstanding customer service while achieving operating objectives and financial goals • Manage, develop, and lead Customer Service Representatives, Sr. CSRs, and back-office associates • Establish expectations, provide timely feedback, and evaluate performance • Implement best practices, process standardization, and operational excellence • Plan, teach, motivate, mentor, and coach employees to achieve customer satisfaction goals • Monitor individual and team performance and maintain accountability • Coach customer service teams on resolution techniques and escalation practices • Manage daily operational processes according to NiSource guidelines • Select, coach, and develop team members with support from Training and Quality Assurance • Maintain accurate employee performance documentation • Identify advancement potential and support development for NiSource’s leadership pipeline • Ensure scheduling and resource allocation for optimum customer service • Ensure policy, procedure, and required-training compliance • Communicate and collaborate with internal and external business partners • Attend and lead training as needed and ensure employees complete required training on time • Handle escalated customer issues beyond CSR and Sr. CSR authority • Promote and assure safe working environments • Maintain flexibility for nights, weekends, holidays, standby, and emergency support • For union-represented workforces, administer the bargaining unit contract and address grievances with Labor Relations support

🎯 Requirements

• High School Diploma or equivalent • 2-3 years of customer service experience • 2-3 years of supervisory experience • Strong conflict resolution and negotiation abilities • Positive relations abilities • PC software proficiency, including Excel, Word, and PowerPoint • Knowledge of call center operations, processes, and key performance measurements • Ability to lead and motivate a dispersed workforce, including onsite and remote employees • Knowledge of state and federal gas/electric regulations • Strong verbal and interpersonal skills • Ability to manage multiple priorities in a fast-paced environment • Demonstrated integrity and commitment, detail orientation, effective follow-up, and efficient follow-through • Knowledge and ability to use Customer Care Center tools, systems, and applications • Must reside within 80 miles of one of the listed offices in Merrillville, Indiana; Columbus, Ohio; Dunbar, Pennsylvania; Lexington, Kentucky; or Chester, Virginia • Must be legally authorized to work in the United States and must not require employer sponsorship now or in the future • Bachelor's Degree preferred

🏖️ Benefits

• Salary range of $82,200.00 - $123,200.00 • Professional growth and development opportunities • Required NiSource training programs • Support from Training and Quality Assurance • Inclusive workplace with opportunities for professional growth and development • Reasonable accommodation support during hiring and employment