Team Ldr CCC

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

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

• High School Diploma or equivalent
• 2-3 years of customer service 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

Preferred Additional Qualifications

• Bachelor's Degree
• 2-3 years supervisory experience

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 provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year, including during storm season. Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities.

Work Authorization

Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.

Workplace Connection

We value a workplace where everyone feels respected, included, and able to do their best work. We encourage open dialogue, value different perspectives, and work collaboratively with employees, customers, and partners. We recognize and respect the unique experiences people bring, including different backgrounds, cultures, and viewpoints. We treat others with professionalism and care, and we each play a part in creating a positive work environment.

Veteran Hiring & Inclusion

NiSource is proud to support veterans, transitioning service members, and military spouses. We value the leadership, teamwork, and mission-focused experience the military community brings, and we are committed to providing an inclusive workplace with opportunities for professional growth and development.

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle. By applying, you may also be considered for other roles that match your skills and experience.

ADA Accommodations

If you need a reasonable accommodation to participate in any stage of the hiring process or to perform the essential functions of the position, please contact OneHR at [e-mail] or 1-888-640-3320

Safety Statement

Safety is a core value at NiSource. Employees are expected to follow safety requirements, report hazards, and help maintain a safe environment for themselves and their coworkers.

E-Verify

NiSource participates in the U.S. Department of Homeland Security's E-Verify program. Please review the following notices regarding your rights and responsibilities under U.S. law.

E-Verify Poster (English and Spanish)

Right to Work Poster (English and Spanish)

Salary Range*: $82,200.00 - $123,200.00 *The salary offered to a candidate is based on several factors including but not limited to the candidate’s skills, job-related knowledge, and relevant experience, as well as internal pay equity.

PostingStartDate: 2026-10-05 Posting End Date (if applicable): 2026-10-20 Please note that the job posting will close on the day before the posting end date.

At NiSource, you'll be part of the team serving nearly four million customers throughout the Midwest and Mid-Atlantic, who count on us to energize their homes and businesses. Whether speaking with customers by phone, analyzing financial data or installing new gas lines in a neighborhood, you’ll meet exciting challenges each day and make the most of your skills and talents. And you’ll be part of a company that was named by Forbes magazine as one of America’s Best Large Employers. We're looking for talent from all backgrounds. We invite candidates of all abilities to come as they are and do what they love. Through our years of successful growth, we’ve stayed true to our roots by making a difference in the lives of millions of our customers. If you’re interested in joining an inclusive, innovative company that foster opportunity for growth, NiSource might be the place for you.