Customer Contact Center Lead

About the job

About Us
South Jersey Gas is a natural gas utility company that delivers safe, reliable, affordable clean energy to over 400,000 residential, commercial, and industrial customers in Atlantic, Cape May, Cumberland, Salem, and portions of Gloucester, Burlington, and Camden counties in New Jersey. At our core, we are dedicated to being a committed community partner, providing exceptional customer service and developing innovative clean energy solutions to meet the needs of the future.

At South Jersey Gas, we believe that our employees are our most valuable asset. Whether you’re a seasoned operations technician or an early-career legal professional, our culture, inclusive workforce, and leadership development and training programs will provide you with the tools you need to either kickstart your career or bring it to new heights.

Position Summary
The Contact Center Operations Team Lead position is the first level of leadership. Expectation of conduct that begets a leader and understands the importance of confidentiality related to employee matters. The Team Lead supports a team who assist customers via phone/omni channel or in-person contacts by providing guidance and oversight of employees. Responsibilities include employee support, coaching, leading, work management (includes but not limited to customer phone calls and omni channel contacts, correspondence, budget billing review, internal audit reviews, To Dos and reports review), providing guidance to employees while ensuring that safety is the number one priority for work responsibilities in a hybrid work environment. Being collaborative with SJI stakeholders (including but not limited to Customer Experience, Operations, Shared Services, IT, Regulatory, Sales, Finance and Vendors) is required to drive standardization, best practices, and ensure alignment with company’s goals to drive the business forward. This position is responsible for reviewing and evaluating operational metrics to proactively execute on delivering results to meet the Company’s goals. In summary, this position is accountable for supporting employees of the contact center operations efficiently, while providing customers with exceptional experience for South Jersey Gas.

• Essential Functions:
• This Contact Center Operations Team Lead will function as an entry level leader. They will have the opportunity to fulfill the following:
• Generate new and innovative solutions to complex problems. Anticipate patterns and links, looking beyond the immediate problem to the wider implications.
• Work autonomously within established procedures and practices. Work cross-functionally with other departments.
• Advanced skills and expertise in a variety of work processes or activities
• Work schedules, overtime, and time off – Track and may recommend or provide input
• Assign work, ensure completeness, and accuracy by periodic quality reviews; and provide observations to supervisor.
• Identify behaviors that may result in disciplinary actions. Will notify supervisor of observed behaviors.
• Will provide input for performance evaluations and any other employee related matters.
• Assist in training employees by providing knowledge transfer
• Empower and motivate team members to provide great customer experience with helpful knowledge and a caring approach; acting as a mentor/coach.
• Build/maintain functional knowledge of responsibilities and systems to support participation as a SME on departmental and corporate projects and initiatives. This may include participating in user acceptance testing.
• Hiring/Promoting – Will have the opportunity to participate in interviews
• Running and reviewing leadership reports
• Cascade communications to team
• Responsible for leadership functions in absence of Supervisor
• Enhanced access within the company’s systems
• Perform other duties as assigned

• Qualifications
• Required Background –
• High school Diploma or GED
• 4 years of experience in the call center, customer service, hospitality industry or related
• 1 year experience as a mentor/coach to entry level staff/team members

• Preferred Background –
• Associate or bachelor’s degree
• Being bi-lingual (Spanish Preferred)

• Required Skills –
• Availability to work flexible hours/schedule Monday – Friday between 7am-8pm which includes all hours of customer care center operations
• Proficient with Microsoft Suite and excellent keyboarding skills
• Ability to multi-task (Including talking with customers on the phone and using computer systems)
• Be obsessed with customer service, empathetic, motivated and possess interpersonal skills
• Time Management – Maximizing available time to its highest purpose while achieving objectives
• Oral Comprehension – the ability to listen to and understand information and ideas presented through spoken words (listen for what’s not being articulated, listening for agreement, etc.)
• Solid problem-solving skills

Explore the Possibilities
South Jersey Industries employs a diverse range of talent – from construction contractors to environmental specialists. Regardless of the position, mentoring and networking, hands-on experience, gaining industry knowledge and the opportunity to make a meaningful impact on our business and in our communities are all exciting ways that we welcome our employees at SJI. And as a company committed to creating an engaging culture built on inclusion and diversity, you’re sure to find an opportunity that makes you feel included, empowered, and ready to “bring your whole self to work” every day.

• Benefits Package Overview
• SJI offers a competitive and comprehensive benefits package to eligible employees.
• The SJI “Total Rewards” Benefits Package include:
• Flexible vacation, Paid Time Off, and Sick Leave package
• Comprehensive Health, Dental, and Vision Insurance
• Short-term and Long-term Disability Insurance
• 401(k), with generous company match
• Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment.

Equal Opportunity/Affirmative Action Employer
At this time, SJI is only considering applicants authorized to work in the United States currently and in the future without the need for visa sponsorship.

Compensation Range:
$28 - 46 We are committed to pay transparency and ensuring equitability compensation for all employees. The pay range for this position reflects the base salary only and does not include benefits, bonuses, or other forms of compensation that might be part of the total compensation package. The specific salary offered will be based on a candidate’s qualifications, education, and experience.