Avangrid Supervisor - Field Customer Service in Lockport, New York
Supervisor - Field Customer Service
Company: NY STATE ELECTRIC & GAS C
Lockport, NY, US
Iberdrola is a global energy leader, the number one producer of wind power, and one of the world's biggest electricity utilities in terms of market capitalisation. The group supplies energy to almost 100 million people in dozens of countries including Spain, the United Kingdom (ScottishPower), the United States (AVANGRID), Brazil (Neoenergia), Mexico, Germany, Portugal, Italy and France, with a workforce of more than 35,000 people.
Iberdrola is leading the transition towards a sustainable energy model through its investments in renewable energy, smart grids, large-scale energy storage and digital transformation, to offer its customers the most advanced products and services. Thanks to its commitment to clean energy, Iberdrola is one of the companies with the lowest emissions and an international benchmark for its contribution to sustainability and the fight against climate change.
Plans, directs and supervises customer service functions including billing, credit, customer service contact, specialty and meter services, and collection activities. Supervises activities to ensure quality customer service.
MAJOR ROLES AND RESPONSIBILITIES(Scope of work - range of responsibilities):
Plans, schedules, directs and appraises work of direct reports and/or contingent workers. Leads the activities of a team of customer service representatives and meter services.
Ensures compliance with applicable rules, regulations, policies and guidelines.
Manages department budget, maintains cash controls, and directs employee hiring process.
Investigates shared meter, switched meter problems and theft of electrical services. Handles customer and electrical inspector complaints/inquires.
Handles high profile accounts relating to credit, customer satisfaction and/or billing issues. Assures Service Quality Measures are achieved.
Participates in safety programs and responsible for results. Ensures the safety of all employees, the general public, contractors and Company facilities.
Assist with restoration efforts during storm and other emergencies.
Skills and Requirements
Education & Experience Required:
Bachelor’s Degree with a minimum of 4 years relevant experience preferred.
Associates Degree with a minimum of 7 years relevant experience or High School/GED and 10 years relevant experience required.
Prior supervisory and customer service experience is preferred.
Knowledge of the union contract is desired.
Experience with collections activities desired
Knowledge and experience scheduling and routing software
Microsoft Office skills.
Good verbal and written communication skills.
Strong customer service and leadership skills.
Develop Self & Others
Empower to grow
Collaborate and Share
Be a role model
Focus to achieve results
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
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. Learn more about equal employment by following this link
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