On-Site Call Center Supervisor – Customer Relations

iberdrola; City of Rochester (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive benefits

Bonuses

12% 401(k) match

Health, dental, and vision insurance

Tuition reimbursement

Professional development opportunities

Job summary

The Supervisor - Customer Relations Center at Rochester Gas & Elec Corp Mobility Information leads daily call center operations and supports representatives in delivering policy-aligned customer service. This role oversees inquiries, escalated complaints, program administration, and team performance.

Responsibilities include directing multi-channel customer service, resolving issues, auditing interactions, coaching and union considerations, and supporting emergency response during storms.

Qualifications

• Education & Experience Required: High school graduate or equivalent and 3 to 5 years of program management administration and/or customer service, including supervisory experience.
• Knowledge of company policies and billing systems; familiarity with NYPSC rules.

Responsibilities

• Direct day-to-day customer service operations across multiple channels, ensuring team performance and timely case resolution.
• Resolve escalated issues by coordinating next steps and responding professionally.
• Monitor quality by auditing customer interactions to promote accuracy and compliance.
• Develop team performance through coaching and routine support, including union grievance handling where applicable.
• Support emergency response and restoration efforts during storms or events.

Skills

Communication

Organization

Leadership

Problem solving

Education

High school diploma

Bachelor's degree (preferred)

Job description

The Supervisor - Customer Relations Center at Rochester Gas & Elec Corp Mobility Information leads daily call center operations and supports representatives in delivering policy-aligned customer service. This role oversees inquiries, escalated complaints, program administration, and team performance.

Responsibilities include directing multi-channel customer service, resolving issues, auditing interactions, coaching and union considerations, and supporting emergency response during storms.