Supervisor - Customer Relations Center at Avangrid in Augusta, Maine

Job Description:

Job Title: Supervisor- Customer Relations Center




Company: CENTRAL MAINE POWER CO




Reports to: Manager - Customer Relations Center (ME)




Department/Organization: Customer Relations Center I




Location: ME - Augusta - General Office




The base salary range for this position is $ 73,256 to $95,233 depending on experience.




Scope of Work -




MAJOR ROLES AND RESPONSIBILITIES
(Scope of work - range of responsibilities):

• Supervise, direct hires and the entire Customer Care center, to handle inbound customer telephone calls with maximum productivity, a high quality of customer service, and adherence to policy and procedures. Includes required monthly call monitoring of each direct hire.


• Direct hires are in a union position.


• Responds to escalated customer complaints.


• Review AHT with direct hires.


• Distribute and audit Ancillary work to be processed by team members.


• Provide coaching, counseling, and performance feedback to team members. Handle routine personnel issues. Handle union grievance issues when applicable. Contribute to establishing and maintaining a work environment that is customer-focused, recognizes achievement, rewards high performance, and promotes opportunity.


• Perform supervisory stand-by duty, as required, during storms and other restoration efforts. Ensure the safe and timely restoration of service by working in concert with the 24-hour area, communications center, and service centers.


• Process weekly payroll, maintaining accurate time keeping and review of FMLA, STD and LTD.


• Periodic closing at 6:00 pm.


• Participate in projects as SME's.


• And other duties as assigned.

JOB REQUIREMENTS:




Education & Experience Required:

• Associates or Bachelor's degree is preferred


• 5 years of experience in the field of customer service and 3 years of supervisory experience preferred


• Working knowledge of Chapter 815 and Regulatory practices


• Knowledge of Company's customer services policies and practices preferred


• Knowledge of Company's billing system and understanding of the billing process preferred

Competencies:

• Demonstrated communication


• Ability to multitask


• Focus to achieve results


• Strong leadership skills


• Develop Self & Others


• Empower to Grow & Be a Role Model


• Be Agile


• Attendance is critical, with ability to work a variety of shifts from 7:00 am -to closing at 6:00 pm


• Duty responsibilities on a weekly basis shared between all supervisors

Mobility Information



Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country


AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com


Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables



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