Customer Service Team Lead

• Must possess a working knowledge of Customer Service Center operations normally acquired through completion of a two-year degree in a business-related; and
• Three years of progressive experience in a utility or customer service environment.

• Must take all measures necessary to protect networks, devices, programs and data from cyber-attack, damage or unauthorized access.
• Must be legally authorized to work in the United States, no sponsorships considered.
• Subject to pre-employment drug testing and background checks.
• Demonstrated ability to lead, coach, train, and develop customer-facing employees to deliver an exceptional customer experience
• Excellent verbal and written communication skills with the ability to communicate effectively with diverse individuals required.
• Excellent organizational and problem-solving ability and the ability to foster a team environment.
• Proven ability to think clearly in high pressure situations and make quick decisions in life threatening and other emergency situations.
• Excellent customer service skills and ability to maintain professional and courteous manner with customers both internal and external.
• Proven ability to resolve customer conflict situations while independently exercising good judgment and discretion.
• Ability to maintain confidentiality of Company data and customer records.
• Ability to execute an idea and report on progress with little to no supervision.
• Ability to work in a team environment demonstrating responsibility and accountability.
• Strong knowledge of Microsoft office applications and navigation capabilities of CIS and other internal software programs.
• 24/7 availability to staff the customer service center and provide support in emergency situations.
• May be required to maintain a valid driver's license.
• Due to extensive training, employees are not allowed to bid outside the Customer Service Center for twelve (12) months from employment.
• Must adhere to utility group dress code, which is a business casual environment.
• Must be able to work shifts, including evenings, weekends and holidays and consistently meets attendance standards.

• Bi-lingual Spanish skills.
• Working knowledge of all applicable Customer Service Center applications, SharePoint, and other software.

JOB RESPONSIBLITIES

• Works with management on establishing and executing plans to accomplish department performance and strategic goals.
• Assists Customer Systems department in development of enhanced features of customer billing system. Plans, researches, and develops procedures manuals/reference materials and telephone techniques to ensure compliance and standardization of customer service and credit related procedures.
• Maintains a high-level of understanding and expertise on numerous applications, processes, and procedures. Works with leadership as a resource and liaison when interpretations are needed for regulatory rules and tariffs.
• Monitors performance of CSR's; conducts performance reviews and addresses performance related issues. Supports and engages team members, both in office and remotely, to ensure business continuity accountability and cohesiveness.
• Performs other tasks and special projects as assigned.

Offers typically made between $62,130 - $77,660