Customer Service Team Lead

South Jersey Industries; United States; On-site; USD 39,000 - 63,000; Full time

Job summary

South Jersey Industries is seeking a Contact Center Operations Team Lead to oversee a hybrid team delivering exceptional customer service across phone, omni-channel, and in-person contacts. You will coach staff, manage schedules and performance metrics, and collaborate with multiple departments to drive best practices and safety.

The role requires mentoring 1 year, 2–5 years in call center or customer service, and a flexible schedule (Mon–Fri 7am–8pm).

Qualifications

• High school Diploma or GED required; 2–5 years experience in call center, customer service or related fields; 1 year mentoring/coach experience preferred.
• Preferred: Associate or bachelor's degree; bilingual Spanish preferred.
• Required skills include flexible hours Monday–Friday 7am–8pm; proficient with Microsoft Suite and keyboarding; strong multitasking, time management, oral comprehension, and problem-solving.

Responsibilities

• Lead and support a team delivering customer care via phone, omni-channel and in-person contacts.
• Coach and mentor staff; manage work assignments and conduct quality reviews.
• Collaborate with cross-functional stakeholders to improve processes and ensure safety.

Skills

Customer service

Mentor/coach

Time management

Multi-tasking

Microsoft Office

Communication

Education

High school Diploma or GED

Associate or 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. 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 Overview

SJI offers a competitive and comprehensive benefits package to eligible employees.

SJI “Total Rewards” Benefits Package include:

• Flexible vacation, Paid Time Off, and Sick Leave package
• Comprehensive Health, Dental, and Vision Insurance
• Short-term and Long-term Disability Insurance
• 401(k), with generous company match
• Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment.

Equal Opportunity/Affirmative Action Employer

At 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

Compensation Range: $28 - 46 We 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.

Company Overview

SJI, an energy infrastructure holding company based in Folsom, NJ, delivers energy services to customers through two primary subsidiaries: SJI Utilities (SJIU) and SJI Energy Enterprises (SJIEE). SJIU houses the company’s regulated natural gas utility operations, delivering safe, reliable and affordable natural gas to more than 700,000 residential, commercial and industrial customers across New Jersey via its South Jersey Gas and Elizabethtown Gas subsidiaries. SJIEE houses the company’s non-utility operations primarily focused on clean energy development and decarbonization via renewable energy production and energy management activities. Visit sjindustries.com for more information about SJI and its subsidiaries.