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Field Customer Service Supervisor

2 months ago

Farmington, Maine, United States Iberdrola SA Full time
Position Overview:

Location:
United States

Employment Type:
Full-Time

Job Summary:

This role involves planning, directing, and overseeing customer service operations, which encompass billing, credit management, customer interactions, specialty services, and collection processes. The supervisor is responsible for ensuring that customer service functions are executed efficiently and economically.


Key Responsibilities:
  • Plan, schedule, and evaluate the performance of team members and contingent staff.
  • Lead a team of customer service representatives and oversee meter service operations.
  • Ensure adherence to relevant regulations, policies, and guidelines.
  • Manage departmental budgets, maintain financial controls, and oversee the hiring process.
  • Address media inquiries and manage complaints from regulatory bodies.
  • Collaborate with Engineering and Marketing teams to coordinate field activities related to large meter installations and provide design input.
  • Investigate issues related to shared meters, switched meters, and electrical service theft.
  • Handle inquiries and complaints from customers and electrical inspectors.
  • Manage high-profile accounts concerning credit, customer satisfaction, and billing matters.
  • Ensure achievement of Service Quality Measures and participate in restoration efforts during emergencies.
  • Engage in safety programs and uphold the safety of employees, the public, contractors, and company facilities.

Qualifications:

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

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 skills.
  • Proven leadership capabilities.

Competency Requirements:

Business Acumen:
Global perspective of the business – Competent
Results Orientation and Continuous Improvement – Competent
Proactive Approach – Competent
Innovation and Creativity – Competent

Relationship Management:
Adaptability and Global Awareness – Competent
Customer-Centric Approach – Competent
Effective Communication and Influence – Competent
Team Collaboration – Advanced

People Management:
Team Leadership – Competent
Employee Development – Competent