Field Customer Service Supervisor
2 weeks ago
Role:
Field Customer Service Supervisor
Job Summary:
In this pivotal role, you will oversee and manage customer service operations, ensuring efficient billing, credit management, and service delivery to our valued customers. Your leadership will guide a team of customer service representatives and meter service personnel, promoting excellence in service quality.
Key Responsibilities:
- Plan, schedule, and evaluate the performance of team members and contingent workers.
- Ensure adherence to relevant regulations, policies, and guidelines.
- Manage departmental budgets and maintain financial controls.
- Facilitate the hiring process for new employees.
- Address media inquiries and manage complaints from regulatory bodies.
- Collaborate with Engineering and Marketing to coordinate field activities related to large meter services.
- Investigate issues related to shared and switched meters, as well as service theft.
- Handle high-profile accounts, focusing on credit, customer satisfaction, and billing inquiries.
- Participate in safety initiatives, ensuring the well-being of employees and the public.
- Assist in emergency restoration efforts during adverse weather conditions.
Qualifications:
Education:
Bachelor's degree with a minimum of 4 years of relevant experience preferred. Alternatively, an Associate's degree with at least 7 years of experience, or a High School diploma/GED with 10 years of relevant experience is acceptable.
Experience:
Prior supervisory experience in customer service is preferred, along with knowledge of union contracts and collections processes.
Skills and Abilities:
- Proficient in CIS, SAP, WMS, CSS, and Smartmap systems.
- Strong Microsoft Office skills.
- Excellent verbal and written communication abilities.
- Demonstrated leadership and customer service skills.
Competencies:
- Business Acumen: Competent in understanding the broader business context.
- Results Orientation: Committed to achieving results and fostering continuous improvement.
- Innovation: Capable of thinking creatively and implementing new ideas.
Mobility Information:
Applicants must comply with immigration requirements to work legally in the country of the vacancy. AVANGRID is dedicated to fostering a diverse workforce and an inclusive culture, providing equal employment opportunities for all individuals.
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