Supervisor - Customer Relations Center Supervisor - Customer Relations Center Iberdrola In-pers[...]

Seeds Renewables; Augusta (ME); On-site; USD 77,000 - 97,000; Full time

Job summary

CENTRAL MAINE POWER CO is seeking a Supervisor for the Customer Relations Center in Augusta, ME. The role oversees daily call center operations, staff supervision, and enrollment processing for Power Partner, LICAP, and LIRA, ensuring service excellence and policy adherence.

The position requires supervisory experience, strong leadership, and knowledge of applicable regulations; salary ranges are experience-based and include a bonus component.

Qualifications

• Supervisory experience in customer service or program management.
• Experience with low income programs and related rules.
• Strong leadership and communication abilities.
• Ability to troubleshoot complex problems and take corrective action.
• Knowledge of NYPSC rules, DSS procedures and related regulations.

Responsibilities

• Supervise the Customer Care center and direct hires; monitor monthly call performance.
• Respond to escalated customer concerns and manage union-related issues.
• Review average handle time (AHT) and distribute ancillary work.
• Provide coaching, counseling, and performance feedback to staff.
• Oversee payroll processing and timekeeping; ensure compliance with FMLA, STD, LTD.

Skills

Communication skills

Organizational skills

Leadership

Problem solving

Education

High school graduate or equivalent

Bachelor's degree preferred

Job description

Reporting to: Manager - Customer Relations Center

Location: Augusta, ME

Work Type: Office

The base salary range for this position is dependent upon experience and location, ranging from $77,000 to $97,000 plus bonus

Job Summary: Oversee the daily operations and staff of the call center including responding to customer inquiries & complaints, CIS utilization and CRC Representative performance. Supervises the clerical and administrative support in connection with Power Partner, LICAP and LIRA. Oversees the efficient entering, processing and updating of enrollments for Power Partner, LICAP and LIRA. Receives and handles escalated customer complaints.

Key Responsibilities:

• Supervise, direct hires and the entire Customer Care center, to handle inbound customer telephone calls with maximum productivity, a high quality of customer service, and adherence to policy and procedures. Includes required monthly call monitoring of each direct hire.
• Direct hires are in a union position.
• Responds to escalated customer concerns.
• Review AHT with direct hires.
• Distribute and audit Ancillary work to be processed by team members.
• Provide coaching, counseling, and performance feedback to team members.
• Handle routine personnel issues.
• Handle union grievance issues when applicable.
• Contribute to establishing and maintaining a customer-focused work environment, recognize achievement, reward high performance, and promote opportunity.
• Perform supervisory stand-by duty, as required, during storms and other restoration efforts. Ensure the safe and timely restoration of service by working in concert with the 24-hour area, communications center, and service centers.
• Process weekly payroll, maintaining accurate timekeeping and review of FMLA, STD, and LTD.
• Periodic closing at 6:00 pm.
• Participate in projects as SME’s.
• Other duties as assigned.

Qualifications:

• High school graduate or equivalent; Bachelor's degree preferred
• 3 to 5 years of program management administration and/or customer service, including supervisory experience
• Demonstrated communication and organizational skills
• Ability to troubleshoot complex problems related to the low income programs and take corrective action when necessary.
• Strong leadership skills
• Knowledge of NYPSC rules, DSS procedures and other related rules and regulations associated with low income

#LI-OFFICE

#LI-JO1

Company:

CENTRAL MAINE POWER CO

Supervisor - Customer Relations Center

Reporting to: Manager - Customer Relations Center

Location: Augusta, ME

Work Type: Office

The base salary range for this position is dependent upon experience and location, ranging from $77,000 to $97,000 plus bonus

Job Summary: Oversee the daily operations and staff of the call center including responding to customer inquiries & complaints, CIS utilization and CRC Representative performance. Supervises the clerical and administrative support in connection with Power Partner, LICAP and LIRA. Oversees the efficient entering, processing and updating of enrollments for Power Partner, LICAP and LIRA. Receives and handles escalated customer complaints.

Key Responsibilities:

• Supervise, direct hires and the entire Customer Care center, to handle inbound customer telephone calls with maximum productivity, a high quality of customer service, and adherence to policy and procedures. Includes required monthly call monitoring of each direct hire.
• Direct hires are in a union position.
• Responds to escalated customer concerns.
• Review AHT with direct hires.
• Distribute and audit Ancillary work to be processed by team members.
• Provide coaching, counseling, and performance feedback to team members.
• Handle routine personnel issues.
• Handle union grievance issues when applicable.
• Contribute to establishing and maintaining a customer-focused work environment, recognize achievement, reward high performance, and promote opportunity.
• Perform supervisory stand-by duty, as required, during storms and other restoration efforts. Ensure the safe and timely restoration of service by working in concert with the 24-hour area, communications center, and service centers.
• Process weekly payroll, maintaining accurate timekeeping and review of FMLA, STD, and LTD.
• Periodic closing at 6:00 pm.
• Participate in projects as SME’s.
• Other duties as assigned.

Qualifications:

• High school graduate or equivalent; Bachelor's degree preferred
• 3 to 5 years of program management administration and/or customer service, including supervisory experience
• Demonstrated communication and organizational skills
• Ability to troubleshoot complex problems related to the low income programs and take corrective action when necessary.
• Strong leadership skills
• Knowledge of NYPSC rules, DSS procedures and other related rules and regulations associated with low income

#LI-OFFICE

#LI-JO1

Company:

CENTRAL MAINE POWER CO

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: December-19-2025

Avangrid is a leading sustainable energy company transitioning America toward a clean and connected future headquartered in Orange, CT, and has a footprint in 24 states with $40 billion in assets. Our primary businesses are Networks, which serves 3.3 million electric and natural gas customers in the Northeast, and Renewables, ...

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