Team Lead, Program Support

The Team Lead, Program Support oversees multiple Program Support Associates and serves as an internal subject matter expert to the Program Support team on a select number of Elevate programs. The Team Lead educates potential Elevate customers and builds relationships with current customers to maintain our high levels of customer satisfaction and retention. As part of the Program Support Center, the position is integral to the success of Elevate’s customer-centric programs, as well as the programs that we design and implement for our clients and partners. Elevate’s innovative programs focus on dynamic pricing, smart grid education and associated technologies, energy efficiency, healthy homes, and energy benchmarking.

The Team Lead, Program Support reports to the Manager, Program Support. This position is located in Chicago, Illinois and is currently remote.

Responsibilities

Serve as liaison between the Program Support Team and each of the Program Managers for a select number of programs as a means of continuous feedback and improvement.
Mentor and oversee performance of Program Support Associates on how to provide customer support center coverage and work through any customer questions or complaints. Provide guidance on how to troubleshoot program issues and how to properly document all interactions.
Provide ongoing, coaching, training, guidance, and feedback to Program Support Associates by working with the Manager, Program Support to ensure call recording evaluations are completed on a regular basis.
Handle escalation calls from customers wishing to speak with a manager to work through the best possible resolution for those customers.
Assist Program Managers and/or the Manager, Program Support with reporting program support metrics, providing examples of completed calls (call recordings), or other requested information.
Ensure understanding of metrics required by each program. Review metrics achieved on a regular basis to ensure they are being met and if not met, work with the Manager, Program Support and others to update approaches in order to meet metrics.
Create and maintain standard operating procedures, call center scripts and talking points
Oversee coordination of survey responses for related programs
Contribute to a dedicated team environment.
Provide customer support center coverage to maintain strong, consistent customer service and performance-based metrics.
Manage thorough and quick resolution of customer requests via phone, email, and live chat in relation to a wide variety of Elevate and client programs.
Document customer comments, requests, and complaints using Salesforce, Elevate’s customer relationship management database.
Provide hands-on guidance and troubleshooting for web-based tools and other technologies.
Support both incoming and outgoing mailings.
Learn and stay up to date on developments related to our programs, including dynamic pricing, energy efficiency, solar energy, and water.
Perform other duties as assigned.

Qualifications and Skills

Bachelor’s degree preferred
Bilingual English/Spanish candidates preferred
Experience in a customer-contact capacity or customer-service role required
Proficiency in MS Office suite with a focus on Excel
Experience with Salesforce or a similar Customer Relationship Management tool preferred
Demonstrated business maturity and the capacity to manage a variety of customer questions and issues
Leadership experience, as well as planning and organizational skills
Ability to communicate clearly and professionally, both verbally and in writing
Ability to independently leverage critical thinking skills to address customer issues based on well-defined program guidelines
Ability to prioritize and manage multiple responsibilities simultaneously
Demonstrated attention to detail
Passion for environmental issues, economic/social justice, and/or energy efficiency
Positive, patient, and friendly attitude
Ability to work well independently and in a team setting
Regular, consistent, and punctual attendance.

Organization Description

We design and implement programs that reduce costs, protect people and the environment, and ensure the benefits of clean and efficient energy use reach those who need them most.

At Elevate, the greatest asset of our organization is the kind of people we attract. Elevate employees co-create our energetic and collaborative environment, where constant learning and service to others take priority. We empower individuals to challenge conventional thinking in pursuit of innovation and we seek dynamic, hardworking team members who are inspired to work with people of diverse backgrounds and perspectives. Every day we make a difference by placing our team, clients, and community partners first. From our mission to our focus on staff wellbeing and career development opportunities, there’s no better place to grow your career than Elevate.

Compensation

The total compensation for this position includes health and welfare benefits (medical, dental, vision, etc.), defined contribution benefit (401k with contribution), professional development, generous paid time off policies, and a flexible schedule. This is an exempt people manager position with a salary range of $65,000-$70,000, based on experience.

Anti-Discrimination Policy

Elevate is an equal opportunity employer that does not discriminate against any employee or job applicant based on race, color, national origin, religion, sex, sexual orientation, age, disability, veteran status, or marital status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, termination, promotion, transfer, layoff, leaves of absence, compensation, and training.

ADA Accommodation

Elevate will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace, and the threat cannot be eliminated by reasonable accommodation, or if the accommodation creates an undue hardship to Elevate. Contact the People Team with any questions or requests for accommodations.

To Apply

To apply, please submit your cover letter and resume through our candidate portal at https://workforcenow.adp.com/mascsr/default/mdf/recruitment/. Search for “Team Lead, Program Support” to find the position listing.

Please note that Elevate will only contact candidates via an elevatenp.org email address. We will never ask a candidate for payment of any kind as part of the hiring or onboarding process or send payment to any candidate prior to completing the hiring and onboarding process.

No phone calls please.