Supervisor - Field Customer Service

Iberdrola SA; Brunswick (ME); On-site; USD 87,873 - 109,500; Full time

Benefits offered by this job

Competitive benefits

Bonuses

401(k) match

Health, dental, vision insurance

Tuition reimbursement

Professional development

Job summary

Iberdrola SA in Brunswick, ME seeks a Supervisor - Field Customer Service to lead billing, credit, and meter services, ensuring efficient customer care and adherence to regulations. The role directs a team of customer service representatives and meter staff, handling escalations and field coordination in a dynamic utility setting.

Responsibilities include budget oversight, reporting, and supporting restoration during outages, with a focus on customer satisfaction and safety.

Qualifications

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

Responsibilities

• Plans, schedules, directs and appraises work of direct reports and contingent workers.
• Leads a team of customer service reps and meter services.
• Ensures compliance with applicable rules, regulations, policies and guidelines.
• Manages department budget and cash controls; directs hiring process.
• Handles media contacts and MPUC complaints; coordinates field activities for large meter services and startup.
• Investigates shared/switched meter problems and theft; handles customer complaints.
• Manages high-profile accounts related to credit and billing; ensures service quality metrics.
• May assist with restoration during storms and emergencies.

Skills

Leadership

Customer service

Verbal communication

Written communication

Microsoft Office

CIS

SAP

WMS

CSS

Smartmap

Education

Associates degree

High school diploma + 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