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

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

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

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 bu