Supervisor - Customer Relations Center
Supervisor - Customer Relations Center
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$ 79000 - 97000
1 Vacancy
Job Description
Supervisor - Customer Relations Center
Reporting toManager Customer Relations Center
Location:Kirkwood NY
Work Type: Office
The base salary range for this position is dependent upon experience and location ranging from$79000 and $97000 plus bonus
Major 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 complaints.
- 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 work environment that is customer-focused recognizes achievement rewards high performance and promotes 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 time keeping and review of FMLA STD and LTD.
- Periodic closing at 6:00 pm.
- Participate in projects as SMEs.
- And other duties as assigned.
Qualifications:
- Associates or Bachelors degree is preferred
- 5 years of experience in the field of customer service and 3 years of supervisory experience preferred
- Working knowledge of Chapter 815 and Regulatory practices
- Knowledge of Companys customer services policies and practices preferred
- Knowledge of Companys billing system and understanding of the billing process preferred
Competencies:
- Demonstrated communication
- Ability to multitask
- Focus to achieve results
- Strong leadership skills
- Develop Self & Others
- Empower to Grow & Be a Role Model
- Be Agile
- Attendance is critical with ability to work a variety of shifts from 7:00 am to closing at 6:00 pm
- Duty responsibilities on a weekly basis shared between all supervisors
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Company:
NY STATE ELECTRIC & GAS CORPMobility 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 .
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.
Job Posting End Date:
JuneRequired Experience:
Manager
Employment Type
Full Time
