Team Leader Customer Service
Public global power company that owns and operates electricity generation, regulated utilities, LNG infrastructure, renewable energy, and battery-storage assets.
About The AES Corporation
AES develops, constructs, and operates power-generation and distribution businesses, supplying affordable and sustainable power. Its portfolio includes solar, hydro, wind, natural gas, coal, battery storage, utilities, and LNG infrastructure.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead, coach, and develop customer service representatives. You will monitor service performance, provide consistent coaching, enforce policies and procedures, and implement improvements. You will collaborate with leaders and managers on key metrics, support financial and performance targets, and work with the local union as needed.
Requirements
- At least 3 years of customer service experience
- At least 1 year of team leadership and management experience
- Bachelor's degree in Communications, Business Management, Human Resources, or a related field, or equivalent applicable experience
- Microsoft Office proficiency
- Experience handling sensitive or confidential information
- Knowledge of utility regulatory guidelines
Responsibilities
- Lead, coach, and develop customer service representatives
- Provide effective and consistent coaching sessions
- Monitor and evaluate customer service functions and implement improvements
- Communicate and enforce customer service policies and procedures
- Ensure the team meets performance targets and quality standards
- Collaborate with team leaders and managers on key metrics
- Assist with financial and performance targets
- Work with the local union to maintain a productive relationship
- Perform other assigned duties
