Customer Service Quality - Regional Lead

The salary range for this position is dependent on experience level ranging from $85900 to $107375.

Job Summary

Interface directly with local State Public Utility Commission consumer division to ensure all customer issues are resolved properly in compliance with all local State regulatory rules # serve as local State point person and expert on all customer compliance areas. Collaborate with a team of professionals across Avangrid Networks to implement comprehensive service quality programs. Participate in projects to ensure customer experience is optimized for satisfaction and efficiency. Serves as the primary point of contact with the local State Public Utility Commission consumer division for all customerspecific complaints in assigned jurisdiction. Ensures regulatory compliance on all local customer complaints. Maintains positive and effective daily working relationship with regulatory staff on local customer issues. Works with a team of local and Avangridwide service quality professionals to resolve customer issues and ensure the customer experience is optimized for satisfaction and efficiency.

Key Responsibilities

• Regulatory: serve as single point of contact for local regulatory consumer division on customerspecific issues. Develop and maintain positive productive daily working relationship with local regulatory consumer division.

• Complaint Handling: manage the proper review and resolution of customer complaints in a timely manner in full compliance with all required statespecific regulatory protocols.

• Reporting: file required regulatory documents on customer complaints following local mandates in NY.

• Service Recovery: implement plans for comprehensive cross functional Service Recovery Program.

• Executive Support: directly interface with local Avangrid Networks Operating Company Presidents/CEOs to resolve individual customer specific inquiries in assigned jurisdiction. Implement service recovery for resolution and sustained improvements.

• Directly support and assist with the development of collections strategies to minimize bad debt expense and to ensure operational compliance with local regulatory requirements.

• Directly support every local statelevel Customer Service Senior Team point person for all required regulatory needs related to complaints and service quality at the local operating company.

Required Qualifications

• 10 years of experience in advanced complaint resolution and service recovery techniques.

• Expert knowledge of local state regulatory consumer rules.

• Experience with local state regulatory processes for customer complaints.

• Experience working at all levels directly with professionalism: with executives with front line staff with regulators with vendors delivering service to customers.

Preferred Qualifications

• Bachelors degree preferred.

• Expert user of local utility customer care system.

• Additional Success Factors
  • Passion for optimizing the customer experience.
  • Demonstrated effectiveness working across functional areas throughout the company.
  • Excellent verbal and written communications skills.
  • Change management experience.

Competencies

• Growth & Continuous Improvement

• Initiative & Change

• Focused on Results

• Customer Centric (internal and/or external)

• Communication

• Collaboration

• Leadership (people managers/leaders)

Disclaimer

AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individuals sex gender gender identification gender expression race color religion national origin age ancestry genetic information medical condition physical or mental disability marital status sexual orientation military or veteran status or other characteristics or conditions protected by law.

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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 AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables

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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.
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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.

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