Job Description

Avangrid is looking for a Supervisor Customer Relations Center to join their team in Augusta, ME

MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of 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 complaints.
• 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 work environment that is customer-focused, recognizes achievement, rewards high performance, and promotes 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 time keeping and review of FMLA, STD and LTD.
• Periodic closing at 6:00 pm.
• Participate in projects as SME’s.
• And other duties as assigned.

JOB REQUIREMENTS:

Education & Experience Required:

• Associates or Bachelor’s degree is preferred
• 5 years of experience in the field of customer service and 3 years of supervisory experience preferred
• Working knowledge of Chapter 815 and Regulatory practices
• Knowledge of Company’s customer services policies and practices preferred
• Knowledge of Company’s billing system and understanding of the billing process preferred
  

Competencies:

• Demonstrated communication
• Ability to multitask
• Focus to achieve results
• Strong leadership skills
• Develop Self & Others
• Empower to Grow & Be a Role Model
• Be Agile
• Attendance is critical, with ability to work a variety of shifts from 7:00 am –to closing at 6:00 pm
• Duty responsibilities on a weekly basis shared between all supervisors

About the Company

AVANGRID, Inc. (NYSE: AGR) aspires to be the leading sustainable energy company in the United States. Headquartered in Orange, CT with approximately $39 billion in assets and operations in 24 U.S. states, AVANGRID has two primary lines of business: Avangrid Networks and Avangrid Renewables. Avangrid Networks owns eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Avangrid Renewables owns and operates a portfolio of renewable energy generation facilities across the United States. AVANGRID employs approximately 7,000 people and has been recognized by Forbes and Just Capital as one of the 2021 JUST 100 companies - a list of America's best corporate citizens - and was ranked number one within the utility sector for its commitment to the environment and the communities it serves. The company supports the U.N.’s Sustainable Development Goals and was named among the World’s Most Ethical Companies in 2021 for the third consecutive year by the Ethisphere Institute. For more information, visit

This job has been posted by TalentBoost on behalf of Avangrid. TalentBoost is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of TalentBoost not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law.