Call Center Team Lead

Job Description:

As an Energy Efficiency Customer Care Team Lead in our clients Operations Center, located in Ann Arbor MI, our successful team members perform in a variety of exciting areas geared to deliver an exceptional customer experience.  The Team Lead, reporting to the Customer Care Operations Supervisor, will provide leadership and execution for a Customer Care experience for Energy Efficiency related questions and processes. The successful candidate responsibilities will include training, scheduling, production, mentoring, supervision, quality, and reporting as our client delivers results and meets the requirements for contracted work with a focus on the customer care experience. Having the ability, desire and experience to develop processes, lead and mentor others, and perform the critical tasks associated with inbound and outbound calls, is critical to our success. Our dedicated energy team delivers an exceptional customer experience through overseeing prompt and accurate processing of energy efficiency applications, and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of energy incentive applications for eligibility, finalization of energy applications and resultant payments, inbound and outbound support for applicants and program participants via phone and online chat, and other types of back office processing support for our utility clients and their customers. The daily work for this position requires a strong ability to focus on incoming and repetitive data, while maintaining careful attention to detail.

Basic Qualifications:

  • High school diploma or equivalent required.
  • Basic computer skills including proficiency with MS Word, Excel and other programs within the MS Office Suite
  • Desire and ability to quickly learn about the energy business
  • Must be able to pass background screening and drug testing
  • Ability to demonstrate strong communication skills, both written and oral, required

Preferred Skills/Experience:

  • Minimum of 4 years of work experience in professional business environment.
  • Previous business processing or back office experience strongly preferred.
  • Liaison between research technicians and management to insure that customer issues are being resolved within a timely manner
  • Previous sales or customer service experience preferred.
  • Computer skills to include data entry with a high degree of accuracy and speed, and database navigation preferred.
  • Strong issue management and risk mitigation background to de-escalate in a professional manner.
  • Strong personnel management skills.

Required Skill Sets and Abilities:

  • Strong communication skills, both written and oral, required.
  • Ability to display high energy level, positive attitude, and enthusiasm for the program while working with team members, customers and other program participants.
  • Ability to work with program participants ranging from homeowners to contractors in order to troubleshoot application requirements
  • Ability to define problems, collect data, establish facts and draw conclusions
  • Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions
  • Strong data entry skills
  • Excellent attention to detail
  • Accurate, yet meets deadlines and established daily performance goals
  • Ability to work independently and with others
  • Strong organizational and analytical skills
  • Must type 45 to 50 wpm
  • Strong analytical, problem solving and decision making capabilities required.
  • Team player with the ability to work in a fast-paced environment.
  • Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude required.
  • Ability to be flexible to handle multiple priorities and to work limited overtime as necessary required.
  • Takes pride in own ability to positively make a difference in the lives of program participants.

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Reference number US_EN_1_115810_12008674