Field Customer Service Leader - Growth & Bonuses

Avangrid; Northern (KY); Hybrid; USD 88,000 - 110,000; Full time

Benefits offered by this job

Competitive benefits

Bonuses

Health insurance

Tuition reimbursement

Career development

401(k) match

Job summary

Central Maine Power Co in Alfred, ME seeks a Supervisor-Field Customer Service to plan, direct and supervise billing, credit, and meter services, ensuring efficient and economical customer care. You will lead a team of customer service representatives and meter services, manage department budgets, and coordinate field activities with Engineering and Marketing.

This role emphasizes safety and high‑quality service.

Qualifications

• Associate's degree with 7+ years' relevant experience or high school with progression program and 10+ years' experience.
• Knowledge of the union contract is desired.
• Experience with collections activities.
• Knowledge of CIS, SAP, WMS, CSS, and Smart map systems.

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; coordinates field activities with Engineering and Marketing for large meter services and tie-over.
• Investigates shared meter, switched meter problems and theft of electrical services; handles customer and inspector inquiries.
• Manages high‑profile accounts relating to credit, customer satisfaction and/or billing issues.
• Assists with restoration efforts during a storm and participates in safety programs.
• Ensures safety of all employees, the public, contractors and facilities.

Skills

CIS

SAP

WMS

CSS

Smart map

Microsoft Office

Verbal communication

Written communication

Customer service

Leadership

Education

Associate degree

High School/GED with progression program

Bachelor's degree

Job description

Central Maine Power Co in Alfred, ME seeks a Supervisor-Field Customer Service to plan, direct and supervise billing, credit, and meter services, ensuring efficient and economical customer care. You will lead a team of customer service representatives and meter services, manage department budgets, and coordinate field activities with Engineering and Marketing.

This role emphasizes safety and high‑quality service.