Field Customer Service Manager

Iberdrola SA; Brunswick (ME); On-site; USD 87,873 - 109,500; Full time

Benefits offered by this job

Competitive benefits

Bonuses

401(k) match

Health, dental, vision insurance

Tuition reimbursement

Professional development

Job summary

Iberdrola SA in Brunswick, ME seeks a Supervisor - Field Customer Service to lead billing, credit, and meter services, ensuring efficient customer care and adherence to regulations. The role directs a team of customer service representatives and meter staff, handling escalations and field coordination in a dynamic utility setting.

Responsibilities include budget oversight, reporting, and supporting restoration during outages, with a focus on customer satisfaction and safety.

Qualifications

• Associates degree with 7+ years relevant experience or HS diploma with progression program and 10+ years experience.
• Knowledge of union contract is desired.
• Experience with collections activities.

Responsibilities

• Plans, schedules, directs and appraises work of direct reports and contingent workers.
• Leads a team of customer service reps and meter services.
• Ensures compliance with applicable rules, regulations, policies and guidelines.
• Manages department budget and cash controls; directs hiring process.
• Handles media contacts and MPUC complaints; coordinates field activities for large meter services and startup.
• Investigates shared/switched meter problems and theft; handles customer complaints.
• Manages high-profile accounts related to credit and billing; ensures service quality metrics.
• May assist with restoration during storms and emergencies.

Skills

Leadership

Customer service

Verbal communication

Written communication

Microsoft Office

CIS

SAP

WMS

CSS

Smartmap

Education

Associates degree

High school diploma + progression program

Bachelor’s degree (preferred)

Tools

CIS

SAP

WMS

CSS

Smartmap

Job description

Iberdrola SA in Brunswick, ME seeks a Supervisor - Field Customer Service to lead billing, credit, and meter services, ensuring efficient customer care and adherence to regulations. The role directs a team of customer service representatives and meter staff, handling escalations and field coordination in a dynamic utility setting.

Responsibilities include budget oversight, reporting, and supporting restoration during outages, with a focus on customer satisfaction and safety.