Customer Service Team Lead

About Us Elizabethtown Gas is a natural gas utility company that delivers safe, reliable, and affordable natural gas to over 300,000 residential, commercial, and industrial customers in Union, Middlesex, Sussex, Warren, Hunterdon, Morris, and Mercer counties. At our core, we’re dedicated to being a committed community partner, delivering exceptional customer service and developing innovative clean energy solutions to meet the needs of the future.

At Elizabethtown Gas, we believe that our employees are our most valuable asset. Whether you’re a seasoned operations technician or an early-career legal professional, our culture, inclusive workforce, and leadership development and training programs will provide you with the tools you need to either kickstart your career or bring it to new heights.

Position Summary The Contact Center Operations Team Lead position is the first level of leadership. Expectation of conduct that begets a leader and understands the importance of confidentiality related to employee matters. The Team Lead supports a team who assist customers via phone/omni channel or in-person contacts by providing guidance and oversight of employees. Responsibilities include employee support, coaching, leading, work management (includes but not limited to customer phone calls and omni channel contacts, correspondence, budget billing review, internal audit reviews, To Dos and reports review), providing guidance to employees while ensuring that safety is the number one priority for work responsibilities in a hybrid work environment.

Being collaborative with SJI stakeholders (including but not limited to Customer Experience, Operations, Shared Services, IT, Regulatory, Sales, Finance and Vendors) is required to drive standardization, best practices, and ensure alignment with company’s goals to drive the business forward. This position is responsible for reviewing and evaluating operational metrics to proactively execute on delivering results to meet the Company’s goals.

In summary, this position is accountable for supporting employees of the contact center operations efficiently, while providing customers with exceptional experience for Elizabethtown Gas/South Jersey Gas.

Essential Functions:

This Contact Center Operations Team Lead will function as an entry level leader. They will have the opportunity to fulfill the following:

Generate new and innovative solutions to complex problems. Anticipate patterns and links, looking beyond the immediate problem to the wider implications.

Work autonomously within established procedures and practices. Work cross-functionally with other departments.

Advanced skills and expertise in a variety of work processes or activities

Work schedules, overtime, and time off – Track and may recommend or provide input

Assign work, ensure completeness, and accuracy by periodic quality reviews; and provide observations to supervisor.

Identify behaviors that may result in disciplinary actions. Will notify supervisor of observed behaviors.

Will provide input for performance evaluations and any other employee related matters.

Assist in training employees by providing knowledge transfer

Empower and motivate team members to provide great customer experience with helpful knowledge and a caring approach; acting as a mentor/coach.

Build/maintain functional knowledge of responsibilities and systems to support participation as a SME on departmental and corporate projects and initiatives. This may include participating in user acceptance testing.

Hiring/Promoting – Will have the opportunity to participate in interviews

Running and reviewing leadership reports

Cascade communications to team Responsible for leadership functions in absence of Supervisor Enhanced access within the company’s…