Field Customer Service Supervisor

2 weeks ago


Farmington, Maine, United States AVANGRID , Inc. Full time
Position Overview:

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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