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Field Customer Service Supervisor

2 months ago

Farmington, Maine, United States Central Maine Power Full time
Position Overview:

The Field Customer Service Supervisor is responsible for overseeing and managing customer service operations, including billing, credit management, customer interactions, specialty services, and collection efforts. This role ensures that customer service functions are executed efficiently and economically.

Key Responsibilities:
  • Directs, schedules, and evaluates the performance of team members and contingent staff, leading a team of customer service representatives and meter service personnel.
  • Ensures adherence to relevant regulations, policies, and guidelines.
  • Manages the departmental budget, maintains financial controls, and oversees the recruitment process for new employees.
  • Handles media inquiries and addresses complaints from regulatory bodies. Collaborates with Engineering and Marketing to coordinate field activities related to the installation and initiation of large meter services.
  • Investigates issues related to shared and switched meters, as well as cases of service theft. Addresses customer and inspector complaints and inquiries.
  • Manages high-profile accounts concerning credit, customer satisfaction, and billing discrepancies, ensuring that service quality metrics are met.
  • Participates in safety initiatives and is accountable for maintaining a safe environment for employees, the public, contractors, and company facilities.
  • Assists in restoration efforts during emergencies, including storms.

Qualifications:

Education & Experience:
  • Bachelor's degree with a minimum of 4 years of relevant experience is preferred.
  • Alternatively, an Associate's degree with at least 7 years of relevant experience, or a High School diploma/GED with completion of a relevant progression program and 10 years of applicable experience.

Preferred Skills:
  • Prior supervisory experience in customer service.
  • Familiarity with union contracts.
  • Experience in collections.

Skills & Abilities:
  • Proficient in CIS, SAP, WMS, CSS, and Smartmap systems.
  • Strong skills in Microsoft Office.
  • Excellent verbal and written communication abilities.
  • Exceptional customer service and leadership skills.

Competency Requirements:
  • Global Business Perspective – Competent
  • Results Orientation and Continuous Improvement – Competent
  • Proactive Initiative – Competent
  • Innovation and Creativity – Competent

Global Relationships:
  • Flexibility and Global Awareness – Competent
  • Customer-Centric Approach – Competent
  • Effective Communication and Influence – Competent
  • Team Collaboration – Advanced

People Management:
  • Team Leadership – Competent
  • Employee Development – Competent

Central Maine Power is committed to fostering a diverse workforce and maintaining an inclusive culture. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, nationality, gender, sexual orientation, age, marital status, disability, veteran status, or any other protected status.