Supervisor - Customer Relations Center
Supervisor - Customer Relations Center
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Job Description
Supervisor - Customer Relations Center
Reporting to: Manager - Customer Relations Center
Location: Augusta ME
Work Type: Office
The base salary range for this position is dependent upon experience and location ranging from $77000 to $97000 plus bonus
Job Summary: Oversee the daily operations and staff of the call center including responding to customer inquiries & complaints CIS utilization and CRC Representative performance. Supervises the clerical and administrative support in connection with Power Partner LICAP and LIRA. Oversees the efficient entering processing and updating of enrollments for Power Partner LICAP and LIRA. Receives and handles escalated customer complaints.
Key Responsibilities:
- Supervises team members to handle inbound customer telephone calls with maximum productivity a high quality of customer service and adherence to policy and procedures. Includes union or non-union personnel. Responds to escalated customer complaints.
- Responds to customer inquiries concerning Power Partner LICAP and LIRA as well as requests from the NYPSC CAP agencies and field personnel.
- Oversees the efficient processing of applications and enrollments for Power Partner LICAP and LIRA.
- Manages the referral process to NYSERDA for weatherization and energy education assistance.
- Distribute and audit Ancillary work units processed by team members.
- Provide coaching counseling and performance feedback to team members. Handle routine personnel issues. Handle union grievance issues where applicable. Contribute to establishing and maintaining a work environment that is customer-focused recognizes achievement rewards high performance and promotes opportunity.
- Designs and implements customer and agency outreach programs to promote the low income programs and meet enrollment targets.
- 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
- May have budgetary responsibility.
Qualifications:
- High school graduate or equivalent; Bachelors degree preferred
- 3 to 5 years of program management administration and/or customer service including supervisory experience
- Demonstrated communication and organizational skills
- Ability to troubleshoot complex problems related to the low income programs and take corrective action when necessary.
- Strong leadership skills
- Knowledge of NYPSC rules DSS procedures and other related rules and regulations associated with low income
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Company:
CENTRAL MAINE POWER COMobility 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:
September-5-2025Required Experience:
Manager
Employment Type
Full Time
