ICS Team Lead

At CLEAResult, we lead the transition to a sustainable, equitable, and carbon-neutral energy-efficient future for our communities and our planet. We do that by creating a people-first culture built on trust, accountability, and transparency; where every employee – regardless of position, role, or identity is treated with respect and given an equal chance to thrive.
Additionally, you will enjoy:
• Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service to help navigate our health plan to make the best decisions for you and yours
• 401(k) with company match
• Paid vacation, sick, personal and parental leave time
• Paid Volunteer Time: giving back to our communities is important to us
• Employee Recognition Program – convert your recognition points into gift cards
• Employee Assistance Program – offers benefits to help you manage daily responsibilities
• Access to on-demand training courses to advance further in your career

Job Description

As a Team Lead for Integrated Customer Services you will be responsible for ensuring the Integrated Customer Services meet program deliverables by being the first line of support for questions and customer escalations. Key markers for success in this role will include clear communication and experience/expertise in the energy industry.

Responsibilities:
Ensure safe work environment
Model the CLEAResult Culture Code
First line of support for ICS team and customer escalations
Monitor real time performance and take necessary steps to meet KPIs
Monitor staff performance for quality assurance and training purposes.
Handle inbound/outbound calls and/or processing as needed
Complete QA activities as required
Act as of Subject Matter Expert (SME) for a variety of product categories
Monitor and participate in the ICS chat support application
Support the supervisor in day-to-day operations as well as coaching/supporting
Contribute to process improvements in a team-based environment
Other responsibilities as required

Expectations:
Review Specialist status in real-time and take action to ensure they are available as much as possible. Examples include helping to resolve IT issues, taking over long calls, answering questions quickly, nudging people who are in a status too long, reducing time in Admin, etc.
Complete Quality Reviews as assigned by Supervisor following the published Quality Review process. Also, follow daily Live Monitor expectations.
Submit, Review, and escalate IT tickets on behalf of Specialists.
Answer the most challenging or complex customer questions including escalations.
Notify workforce management of unscheduled callouts, late arrivals and review exception log for accuracy.
Deliver results and encourage participation in contests.
Ensure Specialists are following new processes. This includes conducting knowledge checks to ensure changes are understood and implemented correctly.
Identify Specialist who need additional assistance. Conduct ad hoc training as needed to close any knowledge gaps of the team or improve their performance, sharing best practices. Document training that takes place including Supervisor and others as needed.
BPI Certificate of Knowledge
Qualifications:
Ability to follow all safety requirements
3-5 years in customer service and/or data entry
Demonstrate resourceful and energetic approach with all interactions
Experience operating a telephone system and/or processing data
Accurate computer keyboard and data entry skills
Experience with Microsoft office applications
Excellent listening, telephone, verbal and written communication skills are essential
Possess strong organizational skills with meticulous attention to detail
Treat all team members with kindness
Resilient attitude and adaptive to change
Ability to work well in a fast-paced team environment and manage multiple tasks with continually changing priorities
Ability to work flexible hours; split shifts are required on an as needed basis. Schedule may change with minimal notice. Must be willing to work evenings & Saturdays
Bilingual English/Spanish a plus
Qualities:
Energetic
Resourceful
Resilient
Kind

Shift:

2nd shift hours- 1:30PM-10PM,

Weekends included with 2 days off during the week.

Compensation Range

$17.40 - $26.00

Currency

USD

Type

Hourly

Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.

Sponsorship is not available for this position at this time. Successful hires must pass pre-employment checks.

Equal Opportunity Employer

As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, sex, gender identity, sexual orientation, status as a qualified individual with a disability or protected veteran, or any other protected status.

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustments to job descriptions and/or requirements at any time without notice.