SourceGas

Energy,

Re-energized.

SourceGas is the new name for our natural gas utility company serving communities from 20 people to 50,000 across Arkansas, Colorado, Nebraska, and Wyoming. And it’s no secret that our steady growth has been fueled by the talent and energy of our dedicated employee base. That same growth has now created the following opportunity to join our close-knit team.

The Customer Care Team Lead is responsible to supporting Line Supervisors and approximately thirteen (13) to eighteen (18) Customer Care Representatives (CCR’s) in tasks and activities directly related to the delivery of service to customers. The Team Lead is charged with assisting CCR’s with escalation of customer inquiries and problem solving of complex issues. The Team Lead will assist CCR’s with knowledge of process and procedures as well as the system functionality (all systems used within the center to include but not limited to; SAP, CRM, CDT, etc.). The Customer Care Team Lead uses telephone, electronic mail, written correspondence and the Internet in order to assist CCR’s and customers. Substantial knowledge of SourceGas product offerings, services, service plans and billing practices is required to ensure that information communicated to the customer is accurate and complete. The Team Lead receives incoming telephone calls from CCR’s and customers needing assistance with existing accounts, ordering products and services, and opening new accounts. The Customer Care Team Lead may also place outgoing telephone calls to customers in connection with specific service requests, or to welcome them to new services and answer questions. The Team Lead uses the telephone, the Internet, electronic mail and word processing tools to communicate with the customer verbally and in writing, both electronically and on paper. A significant component of the job may include customer and CCR escalations as well as substantial "back-office" work, following up on previous inquiries, written and verbal. The Team Lead will also partner with various areas within the Customer Care Center such as Training and other groups to assist in developing procedures and improving processes. The Team Lead will assist in communicating changes in process and procedure to Customer Care Representatives on an on-going basis.

Primary Duties and Responsibilities (* Essential Functions)

• Handle questions and product inquiries from CCR’s and customers
• Consult with CCR’s on appropriate products/services/plans and place orders for customers
• Handle complaints, escalations and other customer requests
• Provide pleasant and professional telephone follow-up services in accordance with sales and service guidelines established by SourceGas
• The Team Lead assists Customer Care Representatives to meet and exceed sales and service goals set by SourceGas. Goals include, but are not limited to, the following categories:
• Identified Key Performance Indicators (KPI’s) and other metrics defined to enhance efficiency and effectiveness at the rep, team, and center levels.
• Call quality goals
• Sales goals
• Productivity goals such as the number of calls handled each day and average call length
• The Team Lead may be asked to alter his or her work times to meet the needs of the business
• The Team Lead may be asked to perform a number of CCR duties during times of overflow and peak call volumes

Educational Requirements

• High school diploma of equivalent required as a minimum. May require specialized classes beyond high school. A two year Associate degree or Bachelors degree is preferred.
• Requires technical knowledge, training, and understanding of a job’s requirements. Typically possesses 3 to 5 years of relevant work experience.

Job Requirements

• Specific computer requirements: Generally performs single function tasks that tend to be of moderate size and scope.
• Ability to read and comprehend simple instructions. Ability to read, interpret, and create simple correspondence and memos. Ability to effectively present information one-on-one and in small group situations.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Scope or responsibility specific to a single location (non-headquarters).
• Must be able to respond to rapid changes in call volumes and customer needs which can be unpredictable.
• Must be able to work well with others and contribute effectively in a team environment.
• Must be available to work non-traditional hours.
• This position will perform safety-sensitive functions, and will therefore be placed in the Department of Transportation ("DOT") Drug and Alcohol testing pool. As a result, the position will be subjected to random drug and alcohol testing.

Physical Requirements and Environmental Conditions

• This position operates in a general office environment, and requires frequent and continuous use of a personal computer, a telephone and a headset.
• The job requires sitting for an extended period of time. The pace of incoming calls is often continuous.
• The Team Lead will support Customer Care Representatives who may handle an average in excess of 100 calls in an eight (8) hour day.

At SourceGas, you’ll enjoy a highly competitive salary along with an outstanding benefits package that includes health, dental, vision, and life insurance, 401(k) with employer contribution, and much, much more.

SourceGas is an Equal Opportunity Employer. Qualified applicants are considered for positions without regard to race, color, religion, sex, national origin, age, citizenship status, marital status, medical condition, physical or mental disability or any other legally protected status. EOE/M/F/D/V

To submit your application for this position, click here.