Team Leader, Customer Care Center

at NiSource

Remote

customer-support excel negotiation teaching

Responsibilities

Report any unsafe conditions and take actions to prevent personal injuries.
Support our interdependent safety culture by ensuring the safety of your co-workers.

Requirements

Assists with and leads training as needed Ensures all employees complete required training on-time Proactively handles escalated customer issues outside of CSR and Sr.
Qualifications For Position High School Diploma or equivalent 2-3 years of customer service experience 2-3 years supervisory
experience Strong conflict resolution and negotiation abilities Positive relations abilities PC software proficiency (I.e.
Excel, Word, 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, focusing on detail-orientation, effective follow-up and efficient follow through Knowledge and ability to use
Qualifications for Position Bachelor's Degree Physical Demands The preceding description is not designed to be a complete list of all duties and
As a public utility, NiSource is required to provide continuous service to customers at all times.
To ensure we fulfill that obligation, employees may be required to work outside their normal work hours and perform tasks outside of their normal

Benefits

Job Summary Leads a team of Customer Care professionals to execute on the vision and strategy for the organization.
You can view or download them using the links below: E-Verify Poster (English and Spanish) E-Verify Participation Poster English and Spanish Right to Work Poster (English and Spanish) If you have the right to work, don't let anyone take it away Salary Range*: $82,200.00 - $123,200.00 *The salary offered to a candidate is based on several factors including but not limited to the candidate’s skills, job-related knowledge, and relevant
experience , as well as internal pay equity .

Additional details

Delivers outstanding customer service, achieving operating objectives and financial goals according to company standards, policies and procedures.

Manages, develops and leads a team with direct report responsibility including Customer Service Representatives, Sr. CSRs, & associates supporting back-office duties.

Achieves internal and external survey goals for employees and customers.

Essential Functions Leads employees to achieve superior results, customer advocacy, and a high-performance culture that exemplifies NiSource’s expected employee behaviors, culture and values Provides clear expectations to team, giving timely feedback and evaluating performance Implements best practices while driving functional consistency, process standardization and operational excellence Achieves customer satisfaction goals by planning, teaching, motivating, mentoring and providing feedback to employees

Leverages support from Training and Quality Assurance to achieve this goal Maintains comprehensive and accurate employee performance documentation Identifies employees with advancement potential and provides ongoing development to build skills and capabilities, supporting NiSource’s leadership pipeline Ensures scheduling and allocation of customer care resources providing optimum customer service Ensures all employees’ compliance with company policies, procedures and required training Effectively

CSR scope/authority Promotes and assures safe working environments Maintains flexibility in work schedule including nights, weekends, holidays, stand-by and emergency support as assigned Applicable for Team Leader leading Union represented workforce Administers Bargaining Unit contract Responds and addresses employee grievances while leveraging Labor Relations support Required

responsibilities in support of emergency operations.

Work Authorization Authorized to work in the United States without requiring sponsorship.

Workplace Connection Value inclusion within your day to day

responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Team Leader, Customer Care Center

Responsibilities

Requirements

Benefits

Browse by category

Browse by skills

Browse by role

Contact

Additional details

Browse by location