Team Leader, Customer Care Center

This is a fully remote position, open to applicants in Kentucky, +3 more states.

📋 Description

• Oversee a team of Customer Care professionals to implement the organization's vision and strategy.

• Provide exceptional customer service while meeting operational objectives and financial targets.

• Manage, nurture, and lead Customer Service Representatives, Senior CSRs, and back-office staff.

• Set clear expectations, offer timely feedback, and assess performance.

• Apply best practices, standardize processes, and pursue operational excellence.

• Plan, instruct, inspire, mentor, and coach employees to reach customer satisfaction objectives.

• Track individual and team performance while ensuring accountability.

• Guide customer service teams on resolution techniques and escalation procedures.

• Oversee daily operational activities in accordance with NiSource guidelines.

• Select, mentor, and develop team members with support from Training and Quality Assurance.

• Maintain precise documentation of employee performance.

• Recognize advancement potential and assist in the development of NiSource’s leadership pipeline.

• Ensure effective scheduling and resource allocation for optimal customer service.

• Guarantee compliance with policies, procedures, and required training.

• Communicate and collaborate with both internal and external business partners.

• Participate in and lead training as necessary, ensuring employees complete required training promptly.

• Address escalated customer issues that go beyond the authority of CSR and Senior CSR.

• Promote and ensure safe working conditions.

• Maintain flexibility for night shifts, weekends, holidays, on-call duties, and emergency support.

• For union-represented workforces, manage the bargaining unit contract and address grievances with support from Labor Relations.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• 2-3 years of experience in customer service.

• 2-3 years of supervisory experience.

• Strong skills in conflict resolution and negotiation.

• Excellent relationship-building abilities.

• Proficiency in PC software, including Excel, Word, and PowerPoint.

• Understanding of call center operations, processes, and key performance indicators.

• Capability to lead and motivate a dispersed workforce, including both onsite and remote employees.

• Familiarity with state and federal gas/electric regulations.

• Strong verbal and interpersonal communication skills.

• Ability to manage multiple priorities in a dynamic environment.

• Demonstrated integrity, commitment, attention to detail, effective follow-up, and efficient execution.

• Knowledge and capability to use Customer Care Center tools, systems, and applications.

• Must reside within 80 miles of one of the specified offices in Merrillville, Indiana; Columbus, Ohio; Dunbar, Pennsylvania; Lexington, Kentucky; or Chester, Virginia.

• Must be legally authorized to work in the United States and will not require employer sponsorship now or in the future.

• Bachelor's Degree is preferred.

🏝️ Benefits

• Salary range of $82,200.00 - $123,200.00.

• Opportunities for professional growth and development.

• Mandatory NiSource training programs.

• Support from Training and Quality Assurance teams.

• Inclusive workplace with opportunities for professional advancement.

• Reasonable accommodation support throughout hiring and employment.