Customer Service Team Lead

South Jersey Industries; Union (NJ); On-site; USD 39,000 - 63,000; Full time

Job summary

South Jersey Industries is seeking a Contact Center Operations Team Lead in a hybrid role. You will guide a team handling customer interactions via phone and omni-channel channels, providing mentorship and ensuring exceptional service while upholding safety standards.

The role involves coordinating schedules, coaching staff, reviewing metrics, and collaborating with multiple departments to standardize best practices and drive performance.

Qualifications

• High school Diploma or GED required.
• 2–5 years of experience in call center, customer service, hospitality or related field.
• 1 year experience mentoring/coaching entry-level staff.
• Being bi-lingual (Spanish preferred).
• Proficient with Microsoft Suite and excellent keyboarding skills.

Responsibilities

• Provide guidance and oversight to call center staff.
• Coach and support employees while ensuring safety is the priority in a hybrid environment.
• Work cross-functionally with other departments and review performance metrics.
• Assist in training employees with knowledge transfer and mentoring.
• Prepare leadership reports and participate in interviews and staffing decisions.

Skills

Customer service

Mentoring

Time management

Multi-tasking

Oral comprehension

Problem-solving

Interpersonal skills

Microsoft Office

Education

High school diploma or GED

Bachelor's/Associate degree (preferred)

Tools

Microsoft Office

Job description

About UsElizabethtown 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 SummaryThe 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 activitiesWork schedules, overtime, and time off – Track and may recommend or provide inputAssign 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 transferEmpower 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 interviewsRunning and reviewing leadership reportsCascade communications to teamResponsible for leadership functions in absence of SupervisorEnhanced access within the company’s systemsPerform other duties as assignedQualificationsRequired Background –High school Diploma or GED2-5 years of experience in the call center, customer service, hospitality industry or related1 year experience as a mentor/coach to entry level staff/team membersPreferred Background –Associate or bachelor’s degreeBeing bi-lingual (Spanish Preferred)Required Skills –Availability to work flexible hours/schedule Monday – Friday between 7am-8pm which includes all hours of customer care center operationsProficient with Microsoft Suite and excellent keyboarding skillsAbility to multi-task (Including talking with customers on the phone and using computer systems)Be obsessed with customer service, empathetic, motivated and possess interpersonal skillsTime Management – Maximizing available time to its highest purpose while achieving objectivesOral Comprehension – the ability to listen to and understand information and ideas presented through spoken words (listen for what’s not being articulated, listening for agreement, etc.)Solid problem-solving skillsExplore the PossibilitiesSouth Jersey Industries employs a diverse range of talent – from construction contractors to environmental specialists. Regardless of the position, mentoring and networking, hands-on experience, gaining industry knowledge and the opportunity to make a meaningful impact on our business and in our communities are all exciting ways that we welcome our employees at SJI. And as a company committed to creating an engaging culture built on inclusion and diversity, you’re sure to find an opportunity that makes you feel included, empowered, and ready to “bring your whole self to work” every day.Benefits Package OverviewSJI offers a competitive and comprehensive benefits package to eligible employees.The SJI “Total Rewards” Benefits Package include:Flexible vacation, Paid Time Off, and Sick Leave packageComprehensive Health, Dental, and Vision InsuranceShort-term and Long-term Disability Insurance401(k), with generous company matchEmployee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment.Equal Opportunity/Affirmative Action EmployerAt this time, SJI is only considering applicants authorized to work in the United States currently and in the future without the need for visa sponsorship.Compensation Range:$28 - 46We are committed to pay transparency and ensuring equitability compensation for all employees. The pay range for this position reflects the base salary only and does not include benefits, bonuses, or other forms of compensation that might be part of the total compensation package. The specific salary offered will be based on a candidate’s qualifications, education, and experience.