Supervisor - Field Customer Service

Job Summary

Plans, directs and supervises customer service functions including billing, credit, customer service contact, specialty and meter services, and collection activities. Supervises customer service activities to provide efficient, economic services to customers.

Key Responsibilities

• Plans, schedules, directs and appraises work of direct reports and/or contingent workers.
• Leads the activities of a team of customer service representatives and meter services.
• Ensures compliance with applicable rules, regulations, policies and guidelines.
• Manages department budget, maintains cash controls, and directs employee hiring process.
• Handles media contacts and complaints from the MPUC.
• Coincides with engineering and marketing- coordinates field activities regarding installation and startup of large meter services and tie-over as well as provides input on design.
• Investigates shared meter, switched meter problems and theft of electrical services.
• Handles customer and electrical inspector complaints/inquires.
• Handles high profile accounts relating to credit, customer satisfaction and/or billing issues.
• Affirms Service Quality Measures are achieved.
• May assist with restoration efforts during a storm.
• Participates in safety programs and responsible for results.
• Ensures the safety of all employees, the general public, contractors and Company facilities.
• Assists with restoration efforts during storm and other emergencies.

Required Qualifications

• Education & Experience Required: Associates Degree with a minimum of 7 years relevant experience or High School/GED with the completion of the relevant progression program and 10 years relevant experience required.
• Knowledge of the union contract is desired.
• Experience with collections activities.

Preferred Qualifications

• Bachelor's Degree with a minimum of 4 years relevant experience preferred.
• Prior supervisory and customer service experience is preferred.
• Prior experience with collections activities is preferred.

Skills/Abilities

• Knowledge and experience with CIS, SAP, WMS, CSS, and Smartmap systems.
• Microsoft Office skills.
• Good verbal and written communication skills.
• Strong customer service ability.
• Strong leadership skills.

For More Information

For more information, please visit: Benefits - Avangrid

What We Offer

• Competitive benefits and growth opportunities
• Generous performance-based bonuses
• 12% 401(k) match
• Comprehensive health, dental, and vision insurance
• Tuition reimbursement
• Professional development and clear career-advancement pathways