Customer Service Team Lead

Sjindustries; Union (NJ); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Elizabethtown Gas in New Jersey seeks a Contact Center Operations Team Lead to guide a frontline team handling calls and omni-channel inquiries, while prioritizing safety.

The role involves coaching, scheduling, performance reviews, and collaboration with multiple departments to improve customer experience. A hybrid work setup is offered with emphasis on mentoring and service excellence.

Qualifications

• High school Diploma or GED.
• 2-5 years of experience in the call center, customer service, hospitality industry or related.
• 1 year experience as a mentor/coach to entry level staff/team members.

Responsibilities

• Provide guidance and coaching to team members.
• Coordinate work, scheduling and quality reviews to ensure service levels.
• Support leadership with performance evaluations and employee-related matters.
• Collaborate with other departments to drive standardization and best practices.

Skills

Call center experience

Mentor/coach

Customer service oriented

Multitasking

Time management

Oral comprehension

Problem solving

Interpersonal skills

Education

Associate degree

Bachelor's degree

Tools

Microsoft Suite

Job description

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

• 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 systems
• Perform other duties as assigned

Qualifications

Required Background

• High school Diploma or GED
• 2-5 years of experience in the call center, customer service, hospitality industry or related
• 1 year experience as a mentor/coach to entry level staff/team members

Preferred Background

• Associate or bachelor's degree
• Being 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 operations
• Proficient with Microsoft Suite and excellent keyboarding skills
• Ability to multi-task (Including talking with customers on the phone and using computer systems)
• Be obsessed with customer service, empathetic, motivated and possess interpersonal skills
• Time Management - Maximizing available time to its highest purpose while achieving objectives
• Oral 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 skills

Explore the Possibilities

South Jersey Industries employs a diverse range of talent - from construction contractors to environmental specialists. Reg