Position Purpose: The Lead CSR coordinates the work of assigned CSR’s. Provides daily direction and communication to CSR’s to ensure customer calls/contacts, billing, collections, cashiering, field orders, and other customer service functions, are handled effectively, timely, and efficiently in a knowledgeable and positive manner. Provides insight to CSR’s for resolution of difficult customer service issues. Receives, investigates and resolves escalated customer calls, complaints and inquiries pertaining to billing, collections, and other customer service functions that are beyond the scope of the CSR. Runs, reviews, and monitors various daily/monthly system generated reports to ensure activities and operations are in line with expectations. Monitors daily progress and ensures completion of all “to-do’s” within the CIS system. Monitor daily meter reading, billing, and associated workflows to ensure compliance with established schedules and deadlines. Performs all rate adjustment tests and confirms accuracy. Assists the Customer Service Leadership Team in conducting and implementing continuous process improvement of processes and procedures.  Responsible for achieving customer service metrics and satisfaction levels. As required, performs all duties of a CSR, and participates in training of new CSR’s. Performs all tasks in a safe and efficient manner and in compliance with all rules, laws, policies, and guidelines.Primary Duties/Responsibilities: Coordinates the work of assigned Customer Service Representative (CSR’s). Provides daily direction and communication to CSR’s to ensure customer calls/contacts, billing, collections, cashiering, field orders, and other customer service functions, are handled effectively, timely, and efficiently in a knowledgeable and positive manner.Receives, investigates and resolves escalated customer calls, complaints and inquiries pertaining to billing, collections, and other customer service functions that are beyond the scope of the CSR.As required, performs all duties of a CSR, and participates in training of new CSR’s. Performs all tasks in a safe and efficient manner and in compliance with all rules, laws, policies, and guidelines.