Team Lead, Billing & Customer Experience (Hybrid)

Eversource Energy; Atlanta (GA); Hybrid; USD 74,000 - 85,000; Full time

Benefits offered by this job

Incentive

Total rewards

Job summary

Eversource Energy in Atlanta is seeking a Team Lead to coordinate a Customer Center team across call center, billing, and credit collections. The role combines hands‑on leadership with process improvement and coaching, with the first three months in the office as part of a hybrid arrangement.

You will review performance, mentor representatives, approve schedules and payroll, resolve complex customer issues, and collaborate with supervisors on strategic projects to enhance the customer experience.

Qualifications

• Seven (7) or more years of customer service experience.
• Associate’s degree desirable.
• Ability to lead and manage a team.

Responsibilities

• Lead and coordinate a team of Customer Center Representatives.
• Review performance and provide coaching to staff.
• Approve payroll, schedules, and absences.
• Support customer experience and resolve conflicts.
• Collaborate with supervisors and business partners on projects.
• Participate in special assignments and trainings.
• Be prepared to rotate among departments as needed.

Skills

Team leadership

Customer service

Communication skills

Conflict resolution

Problem solving

Multitasking

Language skills desirable

Education

High school diploma with specialization in business courses or equivalent

Associate’s degree desirable

Job description

Overview

Full job description: Responsible for assignment and coordination of work among team representatives and overall Team Support. The Team Lead performs day‑to‑day work performance review, motivates, trains, and problem‑solves for team representatives and provides input to supervisors regarding representative performance. The role is a subject‑matter expert on customer service operations in support of call center, billing, and credit collections functions, as well as on customer service systems, tools, and applications. Serves as the go‑to person for business partners and customer solutions, participates in special projects, aids in training new representatives, and assists supervisors with administrative work including approvals. This is a hybrid role; the first three months are full‑time in the office.

Essential Functions

• Supports the performance and effectiveness of a team of Customer Center Representatives in a variety of customer service, billing, or credit related activities (MDM).
• Supports peers and customers to ensure a positive customer experience.
• Aids in conflict resolution with employees and handles more sensitive and difficult customer contacts.
• Reviews and approves financial transactions, payroll, vacation, and schedule changes, and provides absences to leadership.
• Observes and assesses employee performance, providing input for annual performance reviews.
• Provides quality assurance, coaching, and mentoring to enhance representatives’ ability and confidence.
• Assists in scheduling, coordinating, and reviewing work of assigned employees, and assigns tasks for both normal and emergency conditions.
• Develops relationships internally and externally to solicit support and overcome obstacles.
• Participates in special assignments to analyze problems, develop options, and may be assigned to projects as necessary.
• Supports representatives in meeting their customer experience productivity target.
• Provides prompt, courteous, and accurate responses to inquiries on customer‑related matters as well as field, corporate, and regulatory inquiries.
• Reviews customer information, MDM, billing, and credit transactions for accuracy within company guidelines.
• Helps maximize achievement of team performance goals.
• Will assume the leadership and management responsibilities of a supervisor in their absence.

Qualifications

• Ability to lead by example in day‑to‑day work and toward performance goals.
• Positive, proactive, customer‑focused attitude that seeks ways to achieve company objectives.
• Strong interpersonal and communication skills: active listening, empathy, and ability to interact well with employees and demanding customers in tactful situations.
• Proactive, action‑oriented “can‑do” approach, keeping colleagues informed of progress.
• Maintains a positive, supportive attitude toward the company, job, customers, and co‑workers.
• Intellectual curiosity and willingness to try new ideas to improve the business, identifying and analyzing problems quickly and developing independent or team solutions.
• Effectively makes decisions and encourages employees to make appropriate, flexible decisions for exceptional customer service.
• Handles multiple tasks with frequent interruptions and changing priorities.
• Manages a heavy workload across various computer systems, policies, and procedures.
• Thorough knowledge of Customer Experience Center activities, policies, and procedures—including customer billing, service plans, credit and collections, and company programs—and familiarity with utility regulations, statutes, and practices.
• Focuses on improving the customer experience.
• Flexible and willing to be rotated among departments as needed.
• Strong written and verbal communication skills.
• Ability to speak other languages is desirable.

Education

High school diploma with specialization in business courses or equivalent. Associate’s degree desirable.

Experience

Seven (7) or more years of customer service experience.

Compensation and Benefits

Eversource offers a competitive total rewards program. The annual salary range is $74,000–$85,000 plus incentive, commensurate with experience. Check the career site for an overview of benefits.

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmitive Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

Emergency Response

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you may be given an Emergency Restoration assignment, which could require you to be called to assist during an emergency outside of your normal responsibilities, hours, and location.