Lead High-Performance Remote & Onsite Customer Care Team

059 Northern IN Public Serv Co LLC; Merrillville (IN); On-site; USD 82,000 - 123,000; Full time

Job summary

NiSource is seeking a Customer Care Team Leader to guide a frontline team in achieving strategic objectives and delivering outstanding service. The role focuses on coaching, performance management, and ensuring processes align with policy and union guidelines.

Ideal candidates will have 2–3 years in customer service, solid leadership abilities, and familiarity with call center tools and gas/electric regulations.

Qualifications

• High School Diploma or equivalent required; bachelor’s degree preferred.
• 2-3 years of customer service experience or supervisory exposure.
• Strong conflict resolution and negotiation abilities.
• Knowledge of call center operations processes and KPIs.
• Ability to lead a dispersed workforce including onsite and remote staff.
• Familiarity with state and federal gas/electric regulations.

Responsibilities

• Lead a team of Customer Care professionals to meet vision and strategy.
• Drive customer service excellence and achieve stated objectives.
• Develop and coach team members; monitor performance and provide feedback.
• Ensure scheduling, training, and compliance with policies and union contract.

Skills

Conflict resolution

Positive relations

PC software proficiency

Call center operations

Leadership

Communication

Multi-tasking

Regulatory knowledge

Customer care tools

Education

High School Diploma or equivalent

Bachelor's Degree

Tools

Excel

Word

PowerPoint

Job description

NiSource is seeking a Customer Care Team Leader to guide a frontline team in achieving strategic objectives and delivering outstanding service. The role focuses on coaching, performance management, and ensuring processes align with policy and union guidelines.

Ideal candidates will have 2–3 years in customer service, solid leadership abilities, and familiarity with call center tools and gas/electric regulations.