Team Lead, Customer Relations & Escalations Management

Just Energy•Houston, TX

3d•Hybrid

About The Position

We are looking for an innovative and energetic leader to lead our Customer Relations & Escalations Management team . This team handles a variety of customer service elements including but not limited to escalated call handling, red flag call audits, repeat callers and coaching, online customer reviews and response management, customer survey reviews and de-escalation. The role involves leading a team of advanced experienced subject matter experts (SMEs) in their Energy Advisor roles. The Team Leader role is expected to help the team navigate some of our more complex customer inquiries and issues while fostering an environment of ownership and accountability while delivering customer solutions! The primary responsibility is to manage, train, develop, coach, monitor and empower team members to provide customers with a superior service and retention experience. Quite a lot of the issues coming to this team involve execution in unchartered waters in the sense each customer case involves unique issues and equally creative solutions. It is extremely important for our leader to be able to balance the ability to solve unique problems by applying our business rules, while helping the team to think independently and creatively. The ability to bounce multiple simultaneous priorities while remaining calm during escalations and ensure that the team is accountable in closing cases will be a key success criterion for this role. The role also includes the ability to support the transference of skills and knowledge obtained in the training into practice and production thereby meeting and exceeding key performance objectives. We are looking for someone who can lead a team to reach new heights in customer service and performance.

Requirements

Excellent verbal and written communication skills in English & Spanish
Proven track record with specific work experience in customer escalation handling in a call center setting .
Leadership skills that foster an environment where employees are excited, engaged, and capable of delivering exceptional performance.
Extensive customer service knowledge and background with the ability to create and deliver exceptional customer experiences.
Proven communication and diplomacy skills to work cross-functionally to influence others, drive results/change, and implement new processes & procedures.
Demonstrated ability to investigate and solve complex problems.
A minimum of 5 years of experience in a call center environment with a career track record of progression towards leadership, with at least 2 years spent in a customer escalation call handling role.
Alternately, a minimum of 3 years of successful experience leading a call center team.
Deregulated energy industry experience is needed, knowledge of the deregulated Texas market, especially in a contact center context is highly preferred for the role.
PC skills in Microsoft Office (Word, Excel, Outlook, PowerPoint) and specific knowledge of systems and applications used to support a call center environment.
Educational Qualification\: High School Diploma or equivalent.
Flexibility and availability to work different shifts within the Contact Center hours of operations.

Responsibilities

Coordinate and direct the daily operations of a team of 10-20 employees including but not limited to guiding your team members (Energy Advisors) on how to handle escalated customer scenarios, helping them stay caught up on business changes, helping them train on upcoming new items, and the personnel management of your staff.
Engage in and leverage creative individual development areas through call listening, live-call monitoring, email/chat transcripts review etc., to provide daily coaching and feedback, recognize and reward accomplishments, and track performance to achieve set goals.
Process exception items, resolve complex issues, review and recommend system modifications, conduct quality reviews, and monitor daily business.
Interact directly with partners and groups within the organization and will be accountable for deliverables to them on a daily / monthly basis.
Make personal development planning part of our DNA and help our talent within your team to prepare and produce future leaders.
Recommend human resources' actions such as hiring, corrective action, terminations, salary actions, and promotions.
Ability to tackle issues head on in a professional way, quickly getting to the root of the issue and acting accordingly.
Partner with leadership on special projects with your function and the site.
This is not a desk job. We expect at least 70% of the time spent out with Energy Advisors to help them become the best that they can be.