Job Title: Supervisor - Customer Relations Center

Department: Customer Relations Center

Reports to: Manager - Customer Relations Center
Location: In Office, Kirkwood NY

The base salary range for this position is dependent upon experience and location, ranging from: $76,186 - $95,233

Responsibilities

Purpose: Oversee the daily operations and staff of the Customer Care Center including timely response to customer inquiries, developing employees and managing performance.

1. Supervises team members to handle inbound customer telephone calls with maximum productivity, a high-quality customer service, and adherence to schedule, policy and procedures. 20%

2. Responds to escalated customer complaints in a timely manner. 20%

3. Provide coaching, counseling and performance feedback to team members. Handle routine personnel issues. 20%

4. Handle union grievance issues where applicable. 10%

5. Contribute to establishing and maintaining a work environment that is customer-focused, recognizes achievement, rewards high performance, and promotes opportunity. 10%

6. Perform supervisory stand-by duty, as required, during weekends or emergency situations. 10 %

7. Respond to PSC inquiries as needed. 10%

Skills and Requirements

Educational Level: BS/BA Degree preferred. 5 years of strongly related experience may be considered in lieu of a BS/BA Degree. Experience: Minimum 5 years of experience in the customer service field and 3 years of supervisory experience.

Competencies

• Develop Self & Others
• Empower to grow
• Collaborate and Share
• Be a role model
• Focus to achieve results
• Be agile
• Technical Skills

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

AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. 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 careers@avangrid.com

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