Field Customer Service Leader

Iberdrola Group; Brunswick (ME); On-site; USD 87,673 - 109,500; Full time

Benefits offered by this job

Competitive benefits

Performance-based bonuses

Tuition reimbursement

12% 401(k) match

Job summary

CENTRAL MAINE POWER CO seeks a Supervisor for Field Customer Service to plan and supervise billing, credit, and meter services in Brunswick, ME. You will lead a team of representatives, manage the department budget, and ensure compliant operations.

Essential experience includes 7+ years with an associate degree or 10 years with a high school diploma, plus familiarity with CIS, SAP, WMS and related tools. Strong communication and leadership are required for success.

Qualifications

• Associate degree with a minimum of 7 years relevant experience or High School/GED with the completion of the relevant progression program and 10 years relevant experience required.
• Knowledge of the union contract is desired.
• Experience with collections activities.
• Knowledge and experience with CIS, SAP, WMS, CSS, and Smartmap systems.
• Microsoft Office skills.
• Good verbal and written communication skills.
• Strong customer service ability.
• Strong leadership skills.
• Bachelor's Degree with a minimum of 4 years relevant experience preferred.

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.
• Handles media contacts and complaints from the MPUC.
• Assists Engineering and Marketing- coordinates field activities regarding installation and startup of large meter services and tie-over as well as provides input on design.
• 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.
• May assist with restoration efforts during a storm.
• 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

CIS

SAP

WMS

CSS

Smartmap

Microsoft Office

Verbal and written communication

Leadership

Customer service

Team supervision

Education

Associate degree

High school diploma

Bachelor's degree (preferred)

Tools

CIS

SAP

WMS

CSS

Smartmap

Microsoft Office

Job description

CENTRAL MAINE POWER CO seeks a Supervisor for Field Customer Service to plan and supervise billing, credit, and meter services in Brunswick, ME. You will lead a team of representatives, manage the department budget, and ensure compliant operations.

Essential experience includes 7+ years with an associate degree or 10 years with a high school diploma, plus familiarity with CIS, SAP, WMS and related tools. Strong communication and leadership are required for success.