Team Leader, Customer Care Center

NiSource
Columbus
Workplace: RemoteFull timeUSD 82,200 - 123,200Function: Administration & Executive AssistanceEducation: bachelorsSkills: ["Conflict resolution","Negotiation","Leadership","Communication","Time management"]

Lead a team of Customer Care professionals to execute customer service vision and strategy, driving customer advocacy, operational excellence, and survey outcomes. Coach and develop Customer Service Representatives and associates, ensure scheduling/resource allocation, and handle escalated issues beyond CSR scope. Manage daily operations, compliance, training, performance documentation, and safe working practices for a dispersed onsite/remote workforce while supporting union labor relations as applicable.

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NiSource
NiSource
16 hours ago

Team Leader, Customer Care Center

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead a team of Customer Care professionals to execute customer service vision and strategy, driving customer advocacy, operational excellence, and survey outcomes. Coach and develop Customer Service Representatives and associates, ensure scheduling/resource allocation, and handle escalated issues beyond CSR scope. Manage daily operations, compliance, training, performance documentation, and safe working practices for a dispersed onsite/remote workforce while supporting union labor relations as applicable.
Location: Columbus
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead employees to achieve superior results, customer advocacy, and a high-performance culture.
  • •Provide clear expectations, timely feedback, and evaluate performance while implementing best practices and standardization.
  • •Achieve customer satisfaction goals by planning, teaching, motivating, mentoring, and coaching team members.
  • •Manage daily operational processes and ensure scheduling/allocation of customer care resources for optimum service.
  • •Handle escalated customer issues outside CSR/Sr. CSR scope/authority and ensure compliance with company policies, procedures, and required training.

Pay and Benefits

Salary: USD 82,200 - 123,200

Key Requirements

  • •High School Diploma or equivalent.
  • •2-3 years of customer service experience and 2-3 years of supervisory experience.
  • •Strong conflict resolution and negotiation abilities.
  • •Proficiency with PC software (Excel, Word, PowerPoint) and knowledge of call center operations and KPIs.
  • •Knowledge of State and Federal Gas/Electric Regulations and ability to use Customer Care Center tools/systems and applications.
Experience:Call centerCustomer serviceUtilitiesPublic utility
Education:Bachelor's
Skills:Conflict resolutionNegotiationLeadershipCommunicationTime management
Tech Stack:ExcelWordPowerPoint

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

NiSource
NiSource is a regulated utility holding company that delivers natural gas and electric service to millions of customers across the Midwest and Northeast United States. It operates through local utility brands focused on safe, reliable energy delivery and infrastructure.
Industry: Utilities
Company Size: Enterprise (1,001+ employees)
Revenue: USD 5M to 10M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Merrillville, United States
Founded: 1912
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