From NiSource's posting. “We” and “our” refer to the employer.
Job Summary
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.
Essential Functions
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. Leverages support from Training and Quality Assurance to achieve this goal
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
Required Qualifications For Position
High School Diploma or equivalent
2-3 years of customer service 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
Preferred Additional Qualifications for Position
Bachelor's Degree
2-3 years supervisory experience
Physical Demands
The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.
As a public utility, NiSource provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year, including during storm season. Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities.
Work Authorization
Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.
Workplace Connection
We value a workplace where everyone feels respected, included, and able to do their best work. We encourage open dialogue, value different perspectives, and work collaboratively with employees, customers, and partners.
We recognize and respect the unique experiences people bring, including different backgrounds, cultures, and viewpoints. We treat others with professionalism and care, and we each play a part in creating a positive work environment.
Veteran Hiring & Inclusion
NiSource is proud to support veterans, transitioning service members, and military spouses. We value the leadership, teamwork, and mission-focused experience the military community brings, and we are committed to providing an inclusive workplace with opportunities for professional growth and development.
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.
By applying, you may also be considered for other roles that match your skills and experience.
ADA Accommodations
If you need a reasonable accommodation to participate in any stage of the hiring process or to perform the essential functions of the position, please contact OneHR at OneHR@nisource.com or 1-888-640-3320
Safety Statement
Safety is a core value at NiSource. Employees are expected to follow safety requirements, report hazards, and help maintain a safe environment for themselves and their coworkers.
E-Verify
NiSource participates in the U.S. Department of Homeland Security's E-Verify program. Please review the following notices regarding your rights and responsibilities under U.S. law.
E-Verify Poster (English and Spanish)
Right to Work Poster (English and Spanish)
Compensation
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 Start Date:
2026-10-05
Posting End Date (if applicable):
2026-10-20 Please note that the job posting will close on the day before the posting end date.
About this listing
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
