Supervisor - Customer Relations Center

Iberdrola•Rochester, NY

6d•$79,680 - $99,600•Onsite

About The Position

The Supervisor - Customer Relations Center leads daily call center operations and supports representatives in delivering responsive, policy-aligned customer service. The role oversees customer inquiries, escalated complaints, program administration, application processing, and team performance. It requires strong coaching, sound judgment, operational follow-through, and collaboration with internal teams, regulators, agencies, and field personnel. The supervisor helps maintain a customer-focused environment that supports service quality, employee development, compliance, and restoration readiness during storms or other system events. The position is based at 3 City Center in Rochester, New York, and is office-based five days per week. The salary range is $79,680 to $99,600, dependent upon experience.

Requirements

High school graduation or equivalent.
Three to five years of program management administration and/or customer service experience, including supervisory experience.
Knowledge of the company's customer service policies and practices.
Knowledge of the company's billing system and understanding of the billing process.
Knowledge of NYPSC rules, DSS procedures, and other rules and regulations associated with low-income programs.
Demonstrated communication and organizational skills.
Results-oriented approach.
Ability to troubleshoot complex problems related to low-income programs and take corrective action when necessary.
Strong leadership skills.

Nice To Haves

Bachelor's degree.

Responsibilities

Direct day-to-day customer service operations across phone, email, live chat, and written correspondence, ensuring team performance, service quality, timely case resolution, accurate documentation and reporting, and adherence to company policies and procedures.
Resolve escalated customer issues by reviewing concerns, coordinating next steps, and responding fairly, professionally, and in a timely manner.
Conduct audits of customer interactions and service-related work, including calls, emails, live chats, correspondence, account research, documentation, and case resolution, to promote accuracy, compliance, and a consistent customer experience.
Develop team performance through coaching, counseling, feedback, and routine personnel support, including union grievance handling where applicable.
Promote a customer-focused work environment by recognizing achievement, supporting high performance, and creating opportunities for team growth.
Support emergency response and restoration efforts by performing supervisory stand-by duty during storms or other events and coordinating with the 24-hour area, communications center, and service centers.