This position is operational & supervisory in nature and ensures that high quality customer service is delivered. The performance of the team has an immediate and high impact on the business operation of the company. This position also provides assistance to the customer care representatives by handling escalated customer calls and resolving complex customer concerns. Supervisors provide employee development and training. May present both internally/externally, including to regulatory and customer representatives.
Major Roles & Responsibilities
Lead, coach, train and manage customer care representatives in all aspects of their jobs to ensure high quality customer service.
Provide direct supervision and development to assigned representatives.
Provide performance and quality assurance reviews, address all areas of opportunity and strive to continually improve the quality and productivity of the team.
Uphold the Customer Bill of Rights and all other Company policies.
Investigate and resolve escalated and complex customer concerns. This includes successfully collaborating with internal and external resources.
Embrace new technologies and strive to produce process improvements; orchestrate these changes with the team.
Meet all goals and deadlines.
Lead assigned special projects, participate on company-wide projects to advance the company's business plan.
Bachelor's Degree in business administration or Behavioral Sciences is required; or
Associate's Degree in Business, Finance or behavioral science with ten years of strongly related experience may be considered in lieu of a BS/BA Degree.
Fluency in Spanish and English is required to manage bilingual call center.
3 - 5 years of customer service experience with progressive levels of responsibility in a call center environment is highly preferred.
Strong communication and interpersonal abilities are needed for supervision and managing escalated customer situations.
Demonstrated leadership accomplishments with successfully supervising others is required.
Experience managing a unionized workforce is preferable.
Requires the ability to work a flexible schedule that includes some evenings, as well as call-in for storm-emergency operations.
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.
AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. 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. Learn more about equal employment by following this link
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