Team Leader, Customer Service

AES • Indianapolis, IN

74d

About The Position

The Team Leader, Customer Service, will play a crucial role in supporting the Manager of Customer Service by leading a team of customer service representatives. This position is responsible for ensuring that the team delivers exceptional service to our customers, fostering a culture of teamwork, innovation, and professional growth. The Team Leader will ensure their team's performance aligns with the company's goals and values.

Requirements

• Minimum of 3 years' experience in a customer service role, with at least 1 year of proven experience leading and managing teams.
• Strong computer skills with experience using Microsoft Office products.
• Previous experience handling sensitive and/or confidential information.
• Ability to work independently, prioritize tasks, and meet deadlines for both self and team.
• Knowledge of utility regulatory guidelines relevant to the business.

Nice To Haves

• Bachelor's degree in Communications, Business Management, Human Resources, or a related field from an accredited institution, or equivalent applicable with proven experience.
• Experience working with SAP CSM.
• Experience working with Genesys Cloud IVR.
• Exceptional verbal and written communication skills.
• Ability to swiftly adapt to evolving business needs.
• Strong analytical skills with the capability to recommend improvements based on data.
• Skilled in providing constructive feedback.
• Demonstrated ability to lead through change effectively.
• Experience working within a unionized environment.

Responsibilities

• Lead, coach, and develop a team of customer service representatives to enhance their performance and career development.
• Ensure that all team members receive effective and consistent coaching sessions.
• Monitor and evaluate the effectiveness of customer service functions, implementing improvements as needed.
• Communicate and enforce customer service policies and procedures.
• Foster a culture that embodies our core values: Safety First, Highest Standards, and All Together.
• Ensure the team consistently meets or exceeds established targets and maintains high-quality standards.
• Collaborate with other team leaders and managers to enhance performance on key metrics.
• Assist in creating and adhering to financial and performance targets.
• Work with the local union as necessary, cultivating a healthy and productive union/leadership relationship.
• Perform other duties, tasks, and responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Utilities
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees