[Hiring] Team Leader, Customer Care Center @NiSource

Role Description

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.

• 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.
• 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.
• Applicable for Team Leader leading Union represented workforce.
• Administers Bargaining Unit contract.
• Responds and addresses employee grievances while leveraging Labor Relations support.

Qualifications

• High School Diploma or equivalent.
• 2-3 years of customer service experience.
• 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.
• Knowledge of State and Federal Gas/Electric Regulations.
• 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.
• Must reside within 80 miles of one of the offices below.

Preferred Additional Qualifications for Position

• Bachelor's Degree.

Work Authorization

• Authorized to work in the United States without requiring sponsorship.

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.

Salary Range

$82,200.00 - $123,200.00

The salary offered to a candidate is based on several factors including but not limited to the candidate’s skills, job-related knowledge, and relevant experience, as well as internal pay equity.

Posting Dates

• Posting Start Date: 2026-06-02
• Posting End Date: 2026-06-17