Team Leader, Customer Care Center

Job Summary

Leads a team of Customer Care professionals to execute on the vision and strategy for the organization. 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.

• 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
• Maintains team performance through coaching and accountability by planning, monitoring, and observing individual and team performance
• Coaches customer service teams in resolution techniques including identifying problems, leveraging self-service support, using senior representatives and Team Leaders appropriately all in efforts to service customers
• Manages daily operational processes according to NiSource guidelines
• Selects, coaches, and develops team ensuring they are fully equipped with the tools, information, knowledge and skills. 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 communicates and collaborates with critical business partners, both internal and external
• Attends all required NiSource training programs on-time. 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. 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

• 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 Customer Care Center tools/systems and applications

Must reside within 80 miles of one of the offices below:

801 East 86th Avenue Merrillville, IN 46410

290 W Nationwide Blvd Columbus, OH 43215

12 Sandstone Way Dunbar, PA 15431

2001 Mercer Road Lexington, KY 40511

1809 Coyote Drive Chester, VA 23836

• Bachelor's Degree

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

As a public utility, NiSource provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year, including during storm season. Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities.

Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.

We value a workplace where everyone feels respected, included, and able to do their best work. We encourage open dialogue, value different perspectives, and work collaboratively with employees, customers, and partners.

We recognize and respect the unique experiences people bring, including different backgrounds, cultures, and viewpoints. We treat others with professionalism and care, and we each play a part in creating a positive work environment.

NiSource is proud to support veterans,…