Supervisor - Field Customer Service

Job Title:
Supervisor
- Field Customer Service

Department: ELECTRIC T&D OPERATION

Reports to:

Senior Manager
- Regional Operations

Location:

In Office
, Brunswick, ME

The base salary range for this position is dependent upon experience and location, ranging from: $87,673 - $109,500

• Competitive benefits and growth opportunities
• Generous performance‑based bonuses
• 12% 401(k) match
• Comprehensive health, dental, and vision insurance
• Tuition reimbursement
• Professional development and clear career‑advancement pathways

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.

• 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.

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.

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

• Growth & Continuous Improvement
• Initiative & Change
• Focused on Results
• Customer Centric (internal and/or external)
• Communication
• Collaboration
• Leadership (people managers/leaders)

CENTRAL MAINE POWER CO

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.