Supervisor - Customer Relations Center Supervisor - Customer Relations Center Iberdrola In-pers

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 $77,000 to $97,000 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:

• 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 concerns.
• 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 customer-focused work environment, recognize achievement, reward high performance, and promote 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 timekeeping and review of FMLA, STD, and LTD.
• Periodic closing at 6:00 pm.
• Participate in projects as SME’s.
• Other duties as assigned.

Qualifications:

• High school graduate or equivalent;
  Bachelor's 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 CO

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 $77,000 to $97,000 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:

• 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 concerns.
• 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 customer-focused work environment, recognize…