ACLARA Customer Service Team Lead - Herndon, VA Salary in the United States

We have a future to create. So join Aclara, as we harness science and engineering to make a difference. We’re at the intersection of communications, data technology, energy, and national resource engineering.

Our 800 energy and utility customers across the globe ask us to solve complex challenges from making the power grid smarter, to delivering clear water, to empowering their customers to conserve energy. We’re a hardware, software and network engineering company building new solutions to hard problems. We’re big data gurus and in-the-field problem solvers.

Sound like your kind of challenge? Then join us.

We offer competitive benefits such as medical, dental, and vision care, 401k, vacation, holiday & personal time, and we are committed to diversity and to our veterans.

Aclara is seeking Customer Service Team Lead  to provide call center services associated with SGS communications infrastructure and meter deployment services.

Purpose: To provide quality and efficient customer service to customers through the daily management of a team of employees to include motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. The Team Lead is also responsible for providing front-line, first level supervision and leadership to customer service representatives. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, telemarketing, and scheduling and reward/recognition programs.

Essential Functions:

• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Act as a point of escalation to deal with Call Center issues that come up. Typical situations could be speaking with one of Aclara’s customers and/or one of Aclara’s customers end customer.  
• Is available for employees who experience work problems providing appropriate coaching, counseling, direction and resolution.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Respond to and resolves employee relations issues expressed by team members.
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
• Assist the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
• Work as a member/leader of special or ongoing projects that are important to area/process improvement.
• Share continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.

Knowledge/Skills/Abilities:

Required:

• Bachelor’s Degree in business or related field.
• 3 years of customer service leadership experience.
• Experience in call center quality assurance.
• Intermediate to advanced MS Excel, Work and PowerPoint Skills.
• Strong communication, leadership and coaching/training abilities.
• Strong problem-solving/analysis skills.
• Strong organizational skills.

Physical Demand:

• Must be able to work in the Herndon, VA Office
• Normal office work. 
• Travel – less than 25% with some travel to customers and/or work sites.