Team Leader, Customer Care Center

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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. Essential Functions 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 Required Qualifications For Position 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 Preferred Additional Qualifications for Position Bachelor's Degree Physical Demands 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 is required to provide continuous service to customers at all times. To ensure we fulfill that obligation, employees may be required to work outside their normal work hours and perform tasks outside of their normal responsibilities in support of emergency operations. Work Authorization Authorized to work in the United States without requiring sponsorship. Workplace Connection Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners. Respect the unique lived experiences within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represents all walks of life and all backgrounds. Treat others with respect and consideration. Actively participate in creating and contributing to a positive

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