Supervisor - Customer Relations Center

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

Benefits offered by this job

Competitive benefits and growth

Bonuses

401(k) match

Health, dental, vision insurance

Tuition reimbursement

Professional development

Career advancement pathways

Job summary

Rochester Gas & Electric Corp in Rochester, NY, seeks a Supervisor – Customer Relations Center to lead daily call center operations in a 5-day on-site schedule. The role focuses on guiding representatives, ensuring policy-aligned service, and maintaining high customer satisfaction.

Qualified candidates have 3–5 years in program management or customer service with supervisory experience; a Bachelor's degree is preferred. The company offers comprehensive benefits and growth opportunities.

Qualifications

• High school diploma or equivalent required; 3–5 years in program management/admin and/or customer service with supervisory experience.
• Knowledge of customer services policies, billing processes, NYPSC rules, and low-income programs.

Responsibilities

• Direct day-to-day customer service operations across multiple channels (phone, email, live chat, written correspondence) to ensure team performance and timely case resolution.
• Review escalated issues, coordinate next steps, and respond in a fair, timely, professional manner.
• Conduct audits of interactions and related work to promote accuracy, compliance, and consistent customer experience.
• Provide coaching and support to team, including union grievance handling where applicable.
• Support emergency response and restoration efforts during storms or events.

Skills

Communication

Organizational skills

Leadership

Problem solving

Customer service

Education

High school diploma

Bachelor’s degree

Job description

Supervisor - Customer Relations Center# Iberdrola Group | Careers## Supervisor - Customer Relations CenterApply: United States Of America, New York, Rochester: Posted Today: End Date: November 22, 2026 (30+ days left to apply): R-34453**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:****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’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] 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**About Avangrid:** Avangrid, Inc. is a leading energy company in the United States working to meet the growing demand for energy for homes and businesses across the nation through service, innovation, and continued investments by expanding grid infrastructure and energy generation projects. Avangrid has offices in Connecticut, New York, Massachusetts, Maine and Oregon, including operations in 23 states with approximately $47 billion in assets, and has two primary lines of business: networks and power. Through its networks business, Avangrid owns and operates eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Through its power generation business, Avangrid owns and operates more than 75 energy generation facilities across the United States producing 10.5 GW of power for over 3.1 million customers. Avangrid employs approximately 8,000 people and has been recognized by JUST Capital as one of the JUST 100 companies – a ranking of America’s best corporate citizens – in 2025 for the fifth consecutive year. The company was named among the World’s Most Ethical Companies in 2025 for the seventh consecutive year by the Ethisphere Institute. Avangrid is a member of the group of companies controlled by Iberdrola, S.A. For more information, visit www.avangrid.com.