Analyst - Service Coordination

Location:

Brunswick, ME

Reports to:

Sr. Manager

Work Type:
Office

The salary range for this position is based on experience level ranging from $72,400 to $90,500 plus up to 16% bonus

• 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

For more information please visit:
Benefits - Avangrid

Responsible for monitoring, coordinating and supporting all customer service requests. Ensures the delivery of superior customer service and accurate measurement of company goals versus achievements. Manages the workflow of the new service installations, service upgrades, and appointment scheduling and works directly with the Integrated Planning and Scheduling group to achieve high levels of customer satisfaction.

• Maintains a thorough knowledge of all company policies as they relate to the new service process, including but not limited to line extension policies, Field Operating Procedures, contractors’ handbook, city, town and state ordinances, MPUC rules and regulations and Distribution Standards.
• Acts as liaison for the Service Center between the Service Centers and the Customer Contact Center to enhance communication and coordination of the new service process.
• Interacts with internal and external customers including, but not limited to, contractors, electricians, customers, etc. regarding all aspects of the new service process,
• Responsible for monitoring the Customer Service Guarantee and Appointment process, including, but not limited to job workflow to remove barriers and/or roadblocks.
• Takes the lead role for electric operations for all applicable MPUC disputes and inquiries promptly and professionally.
• Works with Energy Service Advisor, Customer Service Advisor and Line Supervisor with service‑related issues.
• Strives to deliver the level of customer service that our contractors, electricians and all other customers expect and deserve.
• Participates in emergency storm restoration efforts.
• Works to enhance the communication of policies and procedures to our contractors

• Strong written and verbal communications skills
• Demonstrated ability to work independently, as well as with a team
• Able to prioritize own work and complete multiple tasks in a fast paced environment.
• Exceptional customer service skills
• Excellent organizational and analytical skills

• Associates Degree with a minimum of three years relevant experience or High School/GED with a minimum of 5 years relevant experience required.
• Experience in electric operations or customer service
• Strong computer skills including:
  Microsoft Office applications (PowerPoint, Excel, Word), SAP Work Management

• Bachelor’s Degree in related field preferred.

Growth & Continuous Improvement Initiative & Change

Company: CENTRAL MAINE POWER CO

Mobility 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.

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