Team Lead, Customer Relations & Escalations Management
Just Energy, Houston, TX, United States
Job Title
Team Lead (Bilingual) - Customer Relations & Escalations Management
Location Houston, Texas (Hybrid)
About Just Energy For over 20 years, Just Energy has been a retail energy provider specializing in electricity and natural gas commodities and bringing energy‑efficient solutions and renewable energy options to customers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers.
Just Energy
is the parent company of
Amigo Energy ,
Filter Group Inc. ,
Hudson Energy
and
Tara Energy .
Just Energy
is a member of the
IGS Energy
group of companies. Visit our website to learn more: www.justenergy.com.
About the Role We are looking for an innovative and energetic leader to lead our
Customer Relations & Escalations Management team . This team handles a variety of customer service elements including escalated call handling, red flag call audits, repeat callers and coaching, online customer reviews and response management, customer survey reviews and de‑escalation. The role involves leading a team of advanced experienced subject matter experts (SMEs) in their Energy Advisor roles.
The
Team Leader
role is expected to help the team navigate some of our more complex customer inquiries and issues while fostering an environment of ownership and accountability, delivering superior customer solutions. The primary responsibility is to manage, train, develop, coach, monitor and empower team members to provide customers with a superior service and retention experience.
The role also includes support for transferring skills and knowledge gained in training into practice and production, thereby meeting and exceeding key performance objectives. We are looking for someone who can lead a team to reach new heights in customer service and performance.
Job Duties and Responsibilities
Coordinate and direct the daily operations of a team of 10‑20 employees, including guiding Energy Advisors on escalated customer scenarios, staying updated on business changes, training on new items, and personnel management.
Engage in creative development areas through call listening, live‑call monitoring, email/chat transcript review, to provide coaching, feedback, recognition, rewards and track performance to achieve goals.
Process exception items, resolve complex issues, recommend system modifications, conduct quality reviews, and monitor daily business.
Interact directly with partners and groups within the organization and be accountable for deliverables on a daily/monthly basis.
Integrate personal development planning into our DNA and help team members prepare for future leadership roles.
Recommend HR actions such as hiring, corrective action, terminations, salary actions and promotions.
Address issues proactively, identify root causes, and act accordingly.
Partner with leadership on special projects with your function and the site.
Spend at least 70% of time out with Energy Advisors to help them excel.
Required Skills
Excellent verbal and written communication skills in English & Spanish.
Proven track record in customer escalation handling in a call center setting.
Leadership skills that foster an engaged and high‑performing team.
Extensive customer service knowledge and ability to deliver exceptional experiences.
Proven communication and diplomacy skills to work cross‑functionally and influence outcomes.
Demonstrated ability to investigate and solve complex problems.
Work Experience & Qualifications
Minimum 5 years in a call center environment with leadership progression, at least 2 years in a customer escalation role.
Or a minimum of 3 years successfully leading a call center team.
Deregulated energy industry experience, especially knowledge of the Texas market, highly preferred.
PC skills in Microsoft Office and knowledge of call center systems.
High School Diploma or equivalent.
Other Requirements
Flexibility and availability to work different shifts within Contact Center hours.
Benefits Just Energy offers a robust benefits plan, Employee Assistance Programs, cost‑free self‑development courses and various awards for recognition.
What We Offer
Competitive compensation
Performance‑based bonuses
Comprehensive benefits package
Hybrid Working Model
Health and wellbeing tools and resources
Equal opportunity employer committed to diversity, inclusion and equity.
Disclosures & EEO Statement Just Energy is committed to fostering an inclusive and accessible work environment. We value diversity and do not discriminate on the bases of race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, or any other grounds protected by the Ontario Human Rights Code. This posting is for an existing vacancy. Just Energy does not use Artificial Intelligence to screen, assess or select applicants for this position.
Additional Information Primary Location: US-TX-Houston.
Work Locations: TX-Hou-Westheimer.
Job Type: Full‑time.
Schedule: Regular.
Shift: Standard.
Employee Status: Team Leader.
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Location Houston, Texas (Hybrid)
About Just Energy For over 20 years, Just Energy has been a retail energy provider specializing in electricity and natural gas commodities and bringing energy‑efficient solutions and renewable energy options to customers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers.
Just Energy
is the parent company of
Amigo Energy ,
Filter Group Inc. ,
Hudson Energy
and
Tara Energy .
Just Energy
is a member of the
IGS Energy
group of companies. Visit our website to learn more: www.justenergy.com.
About the Role We are looking for an innovative and energetic leader to lead our
Customer Relations & Escalations Management team . This team handles a variety of customer service elements including escalated call handling, red flag call audits, repeat callers and coaching, online customer reviews and response management, customer survey reviews and de‑escalation. The role involves leading a team of advanced experienced subject matter experts (SMEs) in their Energy Advisor roles.
The
Team Leader
role is expected to help the team navigate some of our more complex customer inquiries and issues while fostering an environment of ownership and accountability, delivering superior customer solutions. The primary responsibility is to manage, train, develop, coach, monitor and empower team members to provide customers with a superior service and retention experience.
The role also includes support for transferring skills and knowledge gained in training into practice and production, thereby meeting and exceeding key performance objectives. We are looking for someone who can lead a team to reach new heights in customer service and performance.
Job Duties and Responsibilities
Coordinate and direct the daily operations of a team of 10‑20 employees, including guiding Energy Advisors on escalated customer scenarios, staying updated on business changes, training on new items, and personnel management.
Engage in creative development areas through call listening, live‑call monitoring, email/chat transcript review, to provide coaching, feedback, recognition, rewards and track performance to achieve goals.
Process exception items, resolve complex issues, recommend system modifications, conduct quality reviews, and monitor daily business.
Interact directly with partners and groups within the organization and be accountable for deliverables on a daily/monthly basis.
Integrate personal development planning into our DNA and help team members prepare for future leadership roles.
Recommend HR actions such as hiring, corrective action, terminations, salary actions and promotions.
Address issues proactively, identify root causes, and act accordingly.
Partner with leadership on special projects with your function and the site.
Spend at least 70% of time out with Energy Advisors to help them excel.
Required Skills
Excellent verbal and written communication skills in English & Spanish.
Proven track record in customer escalation handling in a call center setting.
Leadership skills that foster an engaged and high‑performing team.
Extensive customer service knowledge and ability to deliver exceptional experiences.
Proven communication and diplomacy skills to work cross‑functionally and influence outcomes.
Demonstrated ability to investigate and solve complex problems.
Work Experience & Qualifications
Minimum 5 years in a call center environment with leadership progression, at least 2 years in a customer escalation role.
Or a minimum of 3 years successfully leading a call center team.
Deregulated energy industry experience, especially knowledge of the Texas market, highly preferred.
PC skills in Microsoft Office and knowledge of call center systems.
High School Diploma or equivalent.
Other Requirements
Flexibility and availability to work different shifts within Contact Center hours.
Benefits Just Energy offers a robust benefits plan, Employee Assistance Programs, cost‑free self‑development courses and various awards for recognition.
What We Offer
Competitive compensation
Performance‑based bonuses
Comprehensive benefits package
Hybrid Working Model
Health and wellbeing tools and resources
Equal opportunity employer committed to diversity, inclusion and equity.
Disclosures & EEO Statement Just Energy is committed to fostering an inclusive and accessible work environment. We value diversity and do not discriminate on the bases of race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, or any other grounds protected by the Ontario Human Rights Code. This posting is for an existing vacancy. Just Energy does not use Artificial Intelligence to screen, assess or select applicants for this position.
Additional Information Primary Location: US-TX-Houston.
Work Locations: TX-Hou-Westheimer.
Job Type: Full‑time.
Schedule: Regular.
Shift: Standard.
Employee Status: Team Leader.
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