Supervisor - Customer Relations Center

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

Benefits offered by this job

Benefits and growth opportunities

Performance-based bonuses

12% 401(k) match

Health, dental, and vision insurance

Tuition reimbursement

Career development pathways

Job summary

Avangrid in Rochester, NY is seeking a Supervisor - Customer Relations Center to lead daily call center operations across phone, email, live chat and written correspondence, ensuring performance, service quality and timely case resolution.

The role oversees inquiries, escalated complaints, program administration and team performance, with a focus on coaching, compliance, and restoration readiness during storms, coordinating with internal teams, regulators, and field personnel.

Qualifications

• High school graduate with 3–5 years in program management and/or customer service, including supervisory experience.
• Knowledge of company's policies, billing system, and NYPSC rules related to low-income programs.
• Bachelor's degree preferred.

Responsibilities

• Direct day-to-day customer service operations across channels, ensuring performance and quality.
• Resolve escalated issues with fair, timely responses.
• Monitor quality through audits of interactions and case work.
• Coach and develop the team; provide routine personnel support.
• Promote customer-focused environment and high performance.
• Support emergency response and restoration during storms.

Skills

Communication

Organizational skills

Leadership

Problem solving

Education

High school diploma

Bachelor's degree

Job description

Job Title: Supervisor - Customer Relations Center

Location: Rochester, NY (3 City Center)

Work type: Office (5 days on-site)

The salary range for this position is dependent upon experience, ranging from $79,680 to $99,600.

What We Offer

• Competitive benefits and growth opportunities
• Generous performance-based bonuses
• 12% 401(k) match
• Comprehensive health, dental, and vision insurance
• Tuition reimbursement
• Professional development and clear career-advancement pathways

For more information, please visit: Benefits - Avangrid

Job Summary

The Supervisor - Customer Relations Center leads daily call center operations and supports representatives in delivering responsive, policy-aligned customer service. This role oversees customer inquiries, escalated complaints, program administration, application processing, and team performance for representatives. Success requires strong coaching, sound judgment, operational follow-through, and the ability to work with internal teams, regulators, agencies, and field personnel. The supervisor helps maintain a customer-focused environment that supports service quality, employee development, compliance, and restoration readiness during storms or other system events.

Responsibilities

• Direct day-to-day customer service operations across multiple communication channels, including phone, email, live chat, and written correspondence, ensuring team performance, service quality, timely case resolution, accurate documentation, reporting, and adherence to company policies and procedures.
• Resolve escalated customer issues by reviewing concerns, coordinating next steps, and responding in a fair, timely, and professional manner.
• Monitor operational quality by conducting audits of customer interactions and service-related work, including phone calls, emails, live chats, customer correspondence, account research, documentation, and case resolution activities, to promote accuracy, compliance, and consistent customer experience.
• Develop team performance by providing coaching, counseling, feedback, and routine personnel support, including union grievance handling where applicable.
• Promote a customer-focused work environment by recognizing achievement, supporting high performance, and creating opportunities for team growth.
• Support emergency response and restoration efforts by performing supervisory stand‑by duty during storms or other events and coordinating with the 24‑hour area, communications center, and service centers.

Required Qualifications

• High school graduate or equivalent and 3 to 5 years of program management administration and/or customer service, including supervisory experience.
• Knowledge of Company's customer services policies and practices.
• Knowledge of Company's billing system and understanding of the billing process.
• Knowledge of NYPSC rules, DSS procedures and other related rules and regulations associated with low‑income programs.

Skills / Abilities

• Demonstrated communication and organizational skills.
• Results oriented.
• Ability to troubleshoot complex problems related to the low‑income programs and take corrective action when necessary.
• Strong leadership skills.

Preferred Qualifications

• Bachelor's degree.

Behavioral Competencies

• Develop self & others
• Empower to grow
• Collaborate and share
• Be a role model
• Focus to achieve results
• Be agile

#LI-NB1#LI-office

Company: ROCHESTER GAS & ELEC CORP

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at [e-mail].

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee's management.

Job Posting End Date: November-22-2026