Team Lead, Billing & Customer Experience; Hybrid

Overview

Full job description:
Responsible for assignment and coordination of work among team representatives and overall Team Support. The Team Lead performs day‑to‑day work performance review, motivates, trains, and problem‑solves for team representatives and provides input to supervisors regarding representative performance. The role is a subject‑matter expert on customer service operations in support of call center, billing, and credit collections functions, as well as on customer service systems, tools, and applications.

Serves as the go‑to person for business partners and customer solutions, participates in special projects, aids in training new representatives, and assists supervisors with administrative work including approvals. This is a hybrid role; the first three months are full‑time in the office.

• Supports the performance and effectiveness of a team of Customer Center Representatives in a variety of customer service, billing, or credit related activities (MDM).
• Supports peers and customers to ensure a positive customer experience.
• Aids in conflict resolution with employees and handles more sensitive and difficult customer contacts.
• Reviews and approves financial transactions, payroll, vacation, and schedule changes, and provides absences to leadership.
• Observes and assesses employee performance, providing input for annual performance reviews.
• Provides quality assurance, coaching, and mentoring to enhance representatives’ ability and confidence.
• Assists in scheduling, coordinating, and reviewing work of assigned employees, and assigns tasks for both normal and emergency conditions.
• Develops relationships internally and externally to solicit support and overcome obstacles.
• Participates in special assignments to analyze problems, develop options, and may be assigned to projects as necessary.
• Supports representatives in meeting their customer experience productivity target.
• Provides prompt, courteous, and accurate responses to inquiries on customer‑related matters as well as field, corporate, and regulatory inquiries.
• Reviews customer information, MDM, billing, and credit transactions for accuracy within company guidelines.
• Helps maximize achievement of team performance goals.
• Will assume the leadership and management responsibilities of a supervisor in their absence.

• Ability to lead by example in day‑to‑day work and toward performance goals.
• Positive, proactive, customer‑focused attitude that seeks ways to achieve company objectives.
• Strong interpersonal and communication skills: active listening, empathy, and ability to interact well with employees and demanding customers in tactful situations.
• Proactive, action‑oriented “can‑do” approach, keeping colleagues informed of progress.
• Maintains a positive, supportive attitude toward the company, job, customers, and co‑workers.
• Intellectual curiosity and willingness to try new ideas to improve the business, identifying and analyzing problems quickly and developing independent or team solutions.
• Effectively makes decisions and encourages employees to make appropriate, flexible decisions for exceptional customer service.
• Handles multiple tasks with frequent interruptions and changing priorities.
• Manages a heavy workload across various computer systems, policies, and procedures.
• Thorough knowledge of Customer Experience Center activities, policies, and procedures—including customer billing, service plans, credit and collections, and company programs—and familiarity with utility regulations, statutes, and practices.
• Focuses on improving the customer experience.
• Flexible and willing to be rotated among departments as needed.
• Strong written and verbal communication skills.
• Ability to speak other languages is desirable.

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