Job Summary

Leads a team of Customer Care professionals to execute on the vision and strategy for the organization. Delivers outstanding customer service, achieving operating objectives and financial goals according to company standards, policies and procedures. Manages, develops and leads a team with direct report responsibility including Customer Service Representatives, Sr. CSRs, & associates supporting back-office duties. Achieves internal and external survey goals for employees and customers.

Essential Functions

• Leads employees to achieve superior results, customer advocacy, and a high-performance culture that exemplifies NiSource’s expected employee behaviors, culture and values

• Provides clear expectations to team, giving timely feedback and evaluating performance

• Implements best practices while driving functional consistency, process standardization and operational excellence

• Achieves customer satisfaction goals by planning, teaching, motivating, mentoring and providing feedback to employees

• Maintains team performance through coaching and accountability by planning, monitoring, and observing individual and team performance

• Coaches customer service teams in resolution techniques including identifying problems, leveraging self-service support, using senior representatives and Team Leaders appropriately all in efforts to service customers

• Manages daily operational processes according to NiSource guidelines

• Selects, coaches, and develops team ensuring they are fully equipped with the tools, information, knowledge and skills. Leverages support from Training and Quality Assurance to achieve this goal

• Maintains comprehensive and accurate employee performance documentation

• Identifies employees with advancement potential and provides ongoing development to build skills and capabilities, supporting NiSource’s leadership pipeline

• Ensures scheduling and allocation of customer care resources providing optimum customer service

• Ensures all employees’ compliance with company policies, procedures and required training

• Effectively communicates and collaborates with critical business partners, both internal and external

• Attends all required NiSource training programs on-time. Assists with and leads training as needed

• Ensures all employees complete required training on-time

• Proactively handles escalated customer issues outside of CSR and Sr. CSR scope/authority

• Promotes and assures safe working environments

• Maintains flexibility in work schedule including nights, weekends, holidays, stand-by and emergency support as assigned

• Some travel will be required

Required Qualifications For Position

• High School Diploma or equivalent

• 1-3 years of customer service experience

• 1-3 years Previous 2-3 years supervisory experience

• Strong conflict resolution and negotiation abilities

• Positive relations abilities

• PC software proficiency (I.e. Excel, Word, Powerpoint)

• Knowledge of call center operations processes and key performance measurements

• Ability to lead and motivate a dispersed workforce, including onsite and remote employees

• Strong verbal and interpersonal skills

• Ability to manage multiple priorities in a fast-paced environment

• Demonstrated integrity and commitment, focusing on detail-orientation, effective follow-up and efficient follow through

• Knowledge and ability to use Customer Care Center tools/systems and applications

Preferred Additional Qualifications for Position

• Knowledge of State and Federal Gas/Electric Regulations

• Bachelor's Degree​

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

Work Authorization

Authorized to work in the United States without requiring sponsorship.

Inclusion & Diversity

Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities.

Safety Statement

Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.

Salary Range:

$79,800.00 - $119,600.00

Posting Start Date:

2025-02-03

Posting End Date (if applicable):

2025-02-18

Please note that the job posting will close on the day before the posting end date.

At NiSource, you'll be part of the team serving nearly four million customers throughout the Midwest and Mid-Atlantic, who count on us to energize their homes and businesses. Whether speaking with customers by phone, analyzing financial data or installing new gas lines in a neighborhood, you’ll meet exciting challenges each day and make the most of your skills and talents. And you’ll be part of a company that was named by Forbes magazine as one of America’s Best Large Employers.

We're looking for talent from all backgrounds. We invite candidates of all abilities to come as they are and do what they love. Through our years of successful growth, we’ve stayed true to our roots by making a difference in the lives of millions of our customers. If you’re interested in joining an inclusive, innovative company that fosters opportunity for growth, NiSource might be the place for you.