Field Customer Service Supervisor: Lead, Grow & Deliver

Avangrid; Alfred (ME); On-site; USD 88,000 - 110,000; Full time

Benefits offered by this job

401(k) match

Bonuses

Health, dental, vision insurance

Tuition reimbursement

Professional development

Career advancement

Job summary

CENTRAL MAINE POWER CO in Alfred, ME is hiring for a Supervisor-Field Customer Service to plan, direct, and supervise billing, credit, customer service contact, meter services, and collection activities. You will lead a team of customer service representatives and meter services to deliver efficient, economical services to customers.

The role requires an Associate's degree with 7+ years of experience or a high school diploma with progression program and 10 years experience; SAP/CIS/WMS/CSS

Qualifications

• 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.
• Knowledge and experience with CIS, SAP, WMS, CSS, and Smart map systems.
• Microsoft Office skills.
• Good verbal and written communication skills.
• Strong customer service ability.
• Strong leadership skills.

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

Leadership

Customer service

Verbal & written communication

Microsoft Office

Collections experience

Team management

Education

Associate's degree

High School/GED with progression program + 10 years experience

Bachelor's degree

Tools

CIS

SAP

WMS

CSS

Smart Map systems

Job description

CENTRAL MAINE POWER CO in Alfred, ME is hiring for a Supervisor-Field Customer Service to plan, direct, and supervise billing, credit, customer service contact, meter services, and collection activities. You will lead a team of customer service representatives and meter services to deliver efficient, economical services to customers.

The role requires an Associate's degree with 7+ years of experience or a high school diploma with progression program and 10 years experience; SAP/CIS/WMS/CSS