Xcel Jobs – Customer Service Team Lead

Website Xcel Energy

Job Description:

The Team Lead will act as a Customer Service Specialist while leading a team of other HomeSmart Customer Service Specialists who are responsible for responding to new and existing HomeSmart customer requests for service. The team and team lead will answer all customer inquiries, correct problems and offer solutions.

Job Responsibilities:

  • Administer correspondence to customers including; confirmation, cancellation and renewal letters, and other correspondence as necessary.
  • Ensure appropriate customer card files and records are maintained.
  • Answer calls to assist HomeSmart customers in HVAC and appliance repair and other services offered through the HomeSmart Service Plan.
  • Assist customers in account inquires, adjustments, cancellations, and reimbursements. Analyze customer problems and complaints concerning HomeSmart service billings, payment and service.
  • Resolve or report telephony and computer related system issues. Manage issues until resolution is complete.
  • Responsible for training and motivating daytime and after hours call centers by demonstrating and explaining goals, procedures and trainee performance evaluation.
  • Provide leadership, guidance and direction to Customer Service Specialists including call escalation management, issue mitigation with service providers, and queue management.

Job Requirements:

  • Basic HVAC and appliance equipment knowledge.
  • At least two years previous customer contact experience by phone or in person.
  • Good computer skills.
  • High School diploma.
  • HomeSmart policy and procedure knowledge is helpful.

Job Details:

Company: Xcel Energy

Vacancy Type: Full Time

Job Location: Roseville, MN, US

Application Deadline: N/A

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