Supervisor - Field Customer Service

Avangrid, Inc.; Brunswick (ME); On-site; USD 87,673 - 109,500; Full time

Benefits offered by this job

Competitive benefits

Bonuses

401(k) match

Health, dental, vision

Tuition reimbursement

Career development

Job summary

Central Maine Power Co. in Brunswick, ME is seeking a Supervisor - Field Customer Service to lead a team handling billing, credit, customer service contact, meter services and collections.

The role directs field activities, ensures compliance, and manages the department budget while coordinating restoration efforts during outages. The ideal candidate has an associate degree with substantial relevant experience or a long progression from HS; bachelor’s degree is preferred.

Qualifications

• Associates Degree with 7+ years relevant experience or HS/GED with progression program and 10+ years relevant experience.
• Knowledge of the union contract is desired.
• Experience with collections activities.

Responsibilities

• Plans, schedules, directs and appraises work of direct reports and/or contingent workers.
• Leads a team of customer service representatives and meter services.
• Ensures compliance with applicable rules, regulations, policies and guidelines.
• Manages department budget, cash controls, and hiring process.
• Handles media contacts and MPUC complaints; coordinates field activities for installations and startups.
• Investigates shared/switched meter issues and theft; handles customer and inspector complaints.
• Oversees high-profile accounts related to credit, satisfaction and billing issues; supports restoration during storms.
• Participates in safety programs and ensures employee/public safety; supports storm restoration when needed.

Skills

CIS

SAP

WMS

CSS

Smartmap

Microsoft Office

Verbal Communication

Written Communication

Customer Service

Leadership

Education

Associate Degree

High School/GED + progression program

Bachelor's Degree (preferred)

Tools

CIS

SAP

WMS

CSS

Smartmap

Job description

**Job Title:** **Supervisor - Field Customer Service**Department: ELECTRIC T&D OPERATIONReports to: Senior Manager - Regional Operations Location: **In Office**, Brunswick, METhe base salary range for this position is dependent upon experience and location, ranging from: $87,673 - $109,500**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**Plans, directs and supervises customer service functions including billing, credit, customer service contact, specialty and meter services, and collection activities. Supervises customer service activities to provide efficient, economic services to customers.**Key Responsibilities*** Plans, schedules, directs and appraises work of direct reports and/or contingent workers. Leads the activities of a team of customer service representatives and meter services.* Ensures compliance with applicable rules, regulations, policies and guidelines.* Manages department budget, maintains cash controls, and directs employee hiring process.* Handles media contacts and complaints from the MPUC. Assists Engineering and Marketing- coordinates field activities regarding installation and startup of large meter services and tie-over as well as provides input on design.* Investigates shared meter, switched meter problems and theft of electrical services. Handles customer and electrical inspector complaints/inquires.* Handles high profile accounts relating to credit, customer satisfaction and/or billing issues. Assures Service Quality Measures are achieved. May assist with restoration efforts during a storm.* Participates in safety programs and responsible for results. Ensures the safety of all employees, the general public, contractors and Company facilities.* Assist with restoration efforts during storm and other emergencies.**Required Qualifications*** Education & Experience Required: + Associates Degree with a minimum of 7 years relevant experience or High School/GED with the completion of the relevant progression program and 10 years relevant experience required. + Knowledge of the union contract is desired. + Experience with collections activities.* Skills/Abilities: + Knowledge and experience with CIS, SAP, WMS, CSS, and Smartmap systems. + Microsoft Office skills. + Good verbal and written communication skills. + Strong customer service ability. + Strong leadership skills.**Preferred Qualifications*** Bachelors Degree with a minimum of 4 years relevant experience preferred.* Prior supervisory and customer service experience is preferred.* Delivering for the Business: + Global view of the Business - Competent + Achieving Results and Continuous Improvements - Competent + Initiative - Competent + Innovation & Creativity - Competent* Global Relationships: + Flexibility & Globalization - Competent + Customer Focus - Competent + Communicating & Influencing - Competent + Team Work - Advanced* Managing People: + Team Management - Competent + Developing Others - Competent**Competencies*** Growth & Continuous Improvement* Initiative & Change* Focused on Results* Customer Centric (internal and/or external)* Communication* Collaboration* Leadership (people managers/leaders)#LI-AV1**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] 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:**September-25-2026**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.