Supervisor - Field Customer Service
Supervisor - Field Customer Service
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$ 85900 - 107375
1 Vacancy
Job Description
Job Title: Supervisor - Field Customer Service
Department: Customer Service
Reports to: Manager - Regional Ops Customer Service
Location: In Office Ithaca NY
The base salary range for this position is dependent upon experience and location ranging from: $85900 - $107375
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)
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:
July-3-2025Required Experience:
Manager
Employment Type
Full Time
