Field Customer Service Supervisor

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

Benefits offered by this job

Benefits and growth opportunities

Bonus program 12% 401(k) match

Health, dental, and vision insurance

Tuition reimbursement

Professional development and career道路

Job summary

Central Maine Power Co is seeking a Supervisor-Field Customer Service to oversee customer service functions, billing, credit, and meter services from Alfred, ME. This role leads a team of representatives and ensures service quality while coordinating field activities with Engineering and Marketing.

The position requires an Associate's degree with significant experience or a high school diploma with progression training and extensive relevant experience.

Qualifications

• Education & Experience Required: Associate's 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.

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 knowledge

SAP experience

WMS experience

CSS experience

Smart map systems

Education

Associate's degree + 7 years experience

High School/GED + progression program + 10 years experience

Tools

SAP

WMS

CSS

Smart map systems

Job description

Central Maine Power Co is seeking a Supervisor-Field Customer Service to oversee customer service functions, billing, credit, and meter services from Alfred, ME. This role leads a team of representatives and ensures service quality while coordinating field activities with Engineering and Marketing.

The position requires an Associate's degree with significant experience or a high school diploma with progression training and extensive relevant experience.