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JOB SUMMARY/PURPOSE

Delta Utilities is seeking a Customer Operations Team Leader who would be responsible for supporting the daily operations of the customer service team, with a focus on delivering high-quality customer experience. This role provides guidance to customer service representatives, resolves escalated or complex issues and ensures consistent adherence to workflows and service standards. The position plays a key role in promoting team development, driving process improvements, and maintaining an efficient, customer-focused work environment.

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ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

• Serve as a go-to resource for teammates during live customer interactions
• Support the team in achieving service level, quality, and productivity goals
• Handle escalated customer issues and complex scenarios with professionalism
• Reinforce training and best practices in partnership with QA, Training, and Leadership teams
• Assist the Team Manager with daily operational activities
• Monitor queues and provide support where it’s needed most
• Contribute to training sessions, team huddles, and process documentation
• Evaluate and score calls for quality assurance

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MINIMUM REQUIREMENTS

Minimum education required of the position

• Requires a high school diploma or the equivalent.

Minimum experience required of the position

• Minimum of 3 years of experience in a contact center or customer service role

Minimum knowledge, skills and abilities preferred of the position ****

• Positive mental attitude
• Experience in a customer service or contact center environment with performance metrics
• interpersonal, and problem-solving skills
• A collaborative mindset and a genuine passion for helping others

Any certificates, licenses, e tc. required for the position ****

• None

Physical Requirements

• Able to operate a personal computer, either desktop or laptop.
• Able to sit for extended periods of time.
• Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.
• Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.

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** Working Conditions**

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability to comprehend, document, calculate, visualize and analyze are required.
• Able to work regular hours, with occasional overtime.

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** About Delta Utilities**

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas services across Louisiana and Mississippi. We understand the value of dependable energy and our important role in building stronger, more resilient communities. Delta Utilities is a $1.7 billion organization that represents 600,000 customers and is among the top 40 natural gas utilities in the United States.

Delta Utilities acquired CenterPoint Energy's natural gas utility operations in Louisiana and Mississippi in April 2025 and acquired Entergy's natural gas utilities in Baton Rouge and New Orleans in July 2025.

Delta Utilities is regulated by the Louisiana Public Service Commission, the Mississippi Public Service Commission, and the New Orleans City Council. We work closely with our regulatory agencies to deliver safe and reliable natural gas service and maintain fair rates for our customers.

Learn more at https://deltautilities.com.

Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.

#LI-TM1

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