Team Lead Customer Support Services
Alliant Energy

Bring YOUR energy to Alliant Energy!

At Alliant Energy, our purpose is to serve customers and build stronger communities. We are passionate about powering beyond the market challenges of today, while powering what's next in energy. When our employees say "I am energy," it means they take pride in the work we do when disaster strikes, as well as all the days in between. We reward our highly hardworking and dedicated teams and give them the support they need to ensure their safety, wellness and financial security for themselves and their families.

If you enjoy challenges, have strong communication skills and are passionate about the work you do we invite you to consider Alliant Energy.

What sets us apart?

• Alliant Energy offers a full compensation package. Benefits include Health, Dental, Vision, Life Insurance, Health and Day Care Savings Accounts, Paid Vacation, 401K, Employer Cash Contribution, Long and Short-Term Disability, Tuition reimbursement, and Adoption assistance.
  
• Year after year, Alliant Energy is recognized by major publications and foundations as a top employer and leader in the areas of equity and sustainability. This includes Newsweek's list of Most Responsible Companies, Forbes list of Best Midsize Employers, a perfect Corporate Equality Index Score as a Best Place to Work for LGBTQ+ Equality and being named to the Bloomberg Gender Equality Index.
  
• Our employees make a difference through their work and personal activities. In 2021, employees, retirees and our charitable foundation collectively contributed $11.5 million and volunteered over 75,000 hours.
  
  

Bring YOUR energy to Alliant Energy!

At Alliant Energy, our purpose is to serve customers and build stronger communities. We are passionate about powering beyond the market challenges of today, while powering what's next in energy. When our employees say "I am energy," it means they take pride in the work we do when disaster strikes, as well as all the days in between. We reward our highly hardworking and dedicated teams and give them the support they need to ensure their safety, wellness and financial security for themselves and their families.

If you enjoy challenges, have strong management skills and are passionate about the work you do, we invite you to consider Alliant Energy.

What sets us apart?

• Alliant Energy offers a full compensation package. Benefits include Health, Dental, Vision, Life Insurance, Health and Day Care Savings Accounts, Paid Vacation, 401K, Employer Cash Contribution, Long and Short-Term Disability, Tuition reimbursement, and Adoption assistance.
  
• Year after year, Alliant Energy is recognized by major publications and foundations as a top employer and leader in the areas of equity and sustainability. This includes Newsweek's list of Most Responsible Companies, Forbes list of Best Midsize Employers, a perfect Corporate Equality Index Score as a Best Place to Work for LGBTQ+ Equality and being named to the Bloomberg Gender Equality Index.
  
• Our employees make a difference through their work and personal activities. In 2021, employees, retirees and our charitable foundation collectively contributed $11.5 million and volunteered over 75,000 hours.
  

This hybrid role will work remotely and be able to report to any of our offices in Iowa or Wisconsin.Candidates must reside in Iowa or Wisconsin.

Job Summary

Our Customer Support Team Leads implement enhanced customer support services through the company's service delivery system. You will lead, train, and coach front-line customer support services staff to ensure customer satisfaction while meeting service-level objectives.

What you will do

• Coordinate information flow between customer support services and other departments, field locations, and the dispatch center to enhance service to our utility customers. Coordinate closely with the Customer Service Operations area to ensure appropriate staffing levels and consistent service delivery.
  
• Hold front-line employees accountable to adhere to defined work schedules to ensure consistent achievement of daily service-level objectives.
  
• Maintain a thorough knowledge of all company practices, procedures, policies, programs and services to act as a resource for employees and customers to answer routine and complex service inquiries. Analyze, evaluate, and recommend changes in customer support services practices, policies, systems and procedures.
  
• Resolve customer feedback issues of a complex, sensitive and varied nature.
  
• Maintain a thorough knowledge of the hardware and software for customer support services in order to take appropriate action.
  
• Responsible for implementation of continuous process improvement action that results in increased customer satisfaction and employee engagement.
  

Education Requirements

• Preferred - Bachelor's Degree in business, marketing or a related area
  

Required Experience

• 3 years customer service-related experience
  

Other Requirements

• On call rotation required
  
• This job is covered by the Department of Transportation regulations on drug and alcohol testing (CFR 49, Parts 40 and 199), and is subject to drug testing according to said regulations.
  

Knowledge, Skills, and Abilities

• Demonstrated effective leadership and supervisory skills preferred. Supervisory experience in a customer service work area preferred.
  
• Knowledge of the utility business preferred.
  
• Knowledge of customer accounting, marketing, electric, steam, and gas operations preferred.
  
• Demonstrated financial skills such as budgeting and basic accounting preferred.
  
• Demonstrated effective interpersonal, verbal, and written communication skills.
  
• Demonstrated ability to use computer software programs (e.g., e-mail, word processing, spreadsheet, customer information systems, and project management) preferred.
  
• Ability to work effectively in a diverse work environment.
  

It's not just what we do; it's how we do it.

Live Safety. Everyone. Always | Make Things Better | Care For Others | Do The Right Thing | Act For Tomorrow | Think Beyond. Be Bold

Alliant Energy is committed to providing an inclusive work environment for all and is proud to be an Equal Opportunity Employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or any other basis prohibited by law.

All candidates selected for employment with Alliant Energy will be required to successfully complete a drug screen and background check.

Disclaimer:

The above information on this description has been crafted to indicate the general nature and level of work performed by employees within this classification. It is not crafted to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

It's not just what we do; it's how we do it.

Live Safety. Everyone. Always | Make Things Better | Care For Others | Do The Right Thing | Act For Tomorrow | Think Beyond. Be Bold

Alliant Energy is committed to providing an inclusive work environment for all and is proud to be an Equal Opportunity Employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or any other basis prohibited by law.

All candidates selected for employment with Alliant Energy will be required to successfully complete a drug screen and background check.

Disclaimer:
The above information on this description has been crafted to indicate the general nature and level of work performed by employees within this classification. It is not crafted to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

This job has expired.