Customer Care Center Supervisor & Team Leader

Iberdrola; Gates Center (NY); Presencial; USD 80.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive benefits and growth

Bonus opportunities

401(k) match

Health, dental, and vision insurance

Tuition reimbursement

Professional development

Descripción de la vacante

Avangrid is seeking a Supervisor for the Customer Relations Center in Rochester, NY to lead daily call center operations and support representatives in delivering policy-aligned customer service. The role oversees inquiries, escalated complaints, program administration, and team performance, coordinating with internal teams, regulators, and field personnel.

The ideal candidate has 3–5 years in supervisory customer service with knowledge of billing processes and NYPSC rules.

Formación

• High school graduate or equivalent with 3–5 years in program management/admin and/or supervisory experience.
• Familiarity with the company’s customer service policies and billing processes.
• Knowledge of NYPSC rules and related low-income program regulations.

Responsabilidades

• Direct day-to-day call center operations across multiple channels, ensuring team performance and policy alignment.
• Resolve escalated customer issues with timely, fair responses and appropriate next steps.
• Monitor quality through audits of interactions and case documentation to ensure accuracy and compliance.
• Provide coaching and support to team members, including union grievance handling where applicable.
• Support emergency response and restoration efforts during storms.

Conocimientos

Communication skills

Organizational skills

Leadership

Problem solving

Customer service

Educación

High school diploma or equivalent

Bachelor’s degree (preferred)

Herramientas

Billing system

Descripción del empleo

Avangrid is seeking a Supervisor for the Customer Relations Center in Rochester, NY to lead daily call center operations and support representatives in delivering policy-aligned customer service. The role oversees inquiries, escalated complaints, program administration, and team performance, coordinating with internal teams, regulators, and field personnel.

The ideal candidate has 3–5 years in supervisory customer service with knowledge of billing processes and NYPSC rules.