Customer Service Quality - Regional Lead

Avangrid • Rochester, NY

235d • $85,900 - $107,375

About The Position

Interface directly with local State Public Utility Commission consumer division to ensure all customer issues are resolved properly in compliance with all local State regulatory rules. Serve as local State point person and expert on all customer compliance areas. Collaborate with a team of professionals across Avangrid Networks to implement comprehensive service quality programs. Participate in projects to ensure customer experience is optimized for satisfaction and efficiency. Serves as the primary point of contact with the local State Public Utility Commission consumer division for all customer-specific complaints in assigned jurisdiction. Ensures regulatory compliance on all local customer complaints. Maintains positive and effective daily working relationship with regulatory staff on local customer issues. Works with a team of local and Avangrid-wide service quality professionals to resolve customer issues and ensure the customer experience is optimized for satisfaction and efficiency.

Requirements

• 10 years of experience in advanced complaint resolution and service recovery techniques.
• Expert knowledge of local state regulatory consumer rules.
• Experience with local state regulatory processes for customer complaints.
• Experience working at all levels directly with professionalism: with executives, with front line staff, with regulators, with vendors delivering service to customers.

Nice To Haves

• Bachelor's degree preferred.
• Expert user of local utility customer care system.

Responsibilities

• Serve as single point of contact for local regulatory consumer division on customer-specific issues.
• Develop and maintain positive, productive daily working relationship with local regulatory consumer division.
• Manage the proper review and resolution of customer complaints in a timely manner, in full compliance with all required state-specific regulatory protocols.
• File required regulatory documents on customer complaints, following local mandates in NY.
• Implement plans for comprehensive cross functional Service Recovery Program.
• Directly interface with local Avangrid Networks Operating Company Presidents/CEOs to resolve individual customer specific inquiries in assigned jurisdiction.
• Implement service recovery for resolution and sustained improvements.
• Directly support and assist with the development of collections strategies to minimize bad debt expense and to ensure operational compliance with local regulatory requirements.
• Directly support every local, state-level Customer Service Senior Team point person for all required regulatory needs related to complaints and service quality at the local operating company.

What This Job Offers

• Industry: Utilities