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HomeSmart Customer Service Team Lead Job

Job Grade: EE
Hierarchy:  No - We can only hire at the posted level 
Union Position: Non-Bargaining



Position Summary
The Team Lead will act as a Customer Service Specialist while leading a team of other HomeSmart Customer Service Specialists who are responsible for responding to new and existing HomeSmart customer requests for service. The team and team lead will answer all customer inquiries, correct problems, and offer solutions. The Team Lead will also handle escalated customer/contractor calls and inquiries related to the HomeSmart service plan, equipment sales, and other HomeSmart offerings. The Team Lead will facilitate the completion of various specialized job functions including; providing technical assistance to internal customers, quality monitoring, report generation, and database management. The team lead will also be responsible for training new customer service specialists. Occasionally may be asked to provide backup to the supervisor or contractor coordinator.

Essential Responsibilities


  • Answer calls to assist HomeSmart customers in HVAC and appliance repair and other services offered through the HomeSmart Service Plan. Assist customers in account inquiries, adjustments, cancellations, and reimbursements. Analyze customer problems and complaints concerning HomeSmart service billings, payment, and service.
  • Provide leadership, guidance, and direction to Customer Service Specialists including call escalation management, issue mitigation with service providers, and queue management.
  • Responsible for training and motivating daytime and after-hours call centers by demonstrating and explaining goals, procedures, and trainee performance evaluation.
  • Resolve or report telephony and computer-related system issues. Manage issues until resolution is complete.
  • Administer correspondence to customers including; confirmation, cancellation, and renewal letters, and other correspondence as necessary. Ensure appropriate customer card files and records are maintained.
  • Facilitate service request dispatches to appropriate contractors and process after-hours service requests.


Minimum Requirements


  • High School diploma.
  • At least two years of previous customer contact experience by phone or in person.
  • Good computer skills.
  • HomeSmart policy and procedure knowledge are helpful.
  • Basic HVAC and appliance equipment knowledge.





Xcel Energy is committed to the safety of its employees and customers, and promotes a Safety Always culture. Because of this, we strongly encourage all employees to be fully vaccinated against COVID-19; however, vaccination is not mandatory. After being hired, you will asked to report your vaccination status and dates of vaccination. This information will be maintained confidentially and disclosed only on a need-to-know basis. If you are not fully vaccinated or choose not to disclose your vaccination status you will be required to follow any health-and-safety rules applicable to unvaccinated employees.


As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.


Posting Notes:  CO - Lakewood || CO - Lakewood || United States (US) || Customer And Innovation || 66250:HomeSmart CO || Full-Time || Non-Bargaining ||

The anticipated starting base pay for this position is: $17.70 to $24.76 per hour

Click here to see our benefits


Requisition Number: 48860

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at


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