What it’s like to be a Work Group Leader
Work Group Leaders work in customer service as supervisors, coaches, and mentors to a team of Customer Service Representatives. This includes annual reviews, individual wrap sessions, performance management and recognition for the department. They make sure Customer Service Representatives understand their role and contribution to the utility. Work Group Leaders also provide direct customer service for special accounts and situations where extra support is needed. They meet with each team member regularly to review and discuss customer calls training.
Education: High school diploma or GED. Preferred associates or bachelor’s degree.
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