Supervisor - Customer Relations Center

Iberdrola • Augusta, ME

46d • $77,000 - $97,000 • Onsite

About The Position

Oversee the daily operations and staff of the call center including responding to customer inquiries & complaints, CIS utilization and CRC Representative performance. Supervises the clerical and administrative support in connection with Power Partner, LICAP and LIRA. Oversees the efficient entering, processing and updating of enrollments for Power Partner, LICAP and LIRA. Receives and handles escalated customer complaints.

Requirements

• High school graduate or equivalent; Bachelor's degree preferred
• 3 to 5 years of program management administration and/or customer service, including supervisory experience
• Demonstrated communication and organizational skills
• Ability to troubleshoot complex problems related to the low income programs and take corrective action when necessary.
• Strong leadership skills
• Knowledge of NYPSC rules, DSS procedures and other related rules and regulations associated with low income

Responsibilities

• Supervises team members to handle inbound customer telephone calls with maximum productivity, a high quality of customer service, and adherence to policy and procedures. Includes union or non-union personnel. Responds to escalated customer complaints.
• Responds to customer inquiries concerning Power Partner, LICAP and LIRA, as well as requests from the NYPSC, CAP agencies and field personnel.
• Oversees the efficient processing of applications and enrollments for Power Partner, LICAP and LIRA.
• Manages the referral process to NYSERDA for weatherization and energy education assistance.
• Distribute and audit Ancillary work units processed by team members.
• Provide coaching, counseling and performance feedback to team members. Handle routine personnel issues. Handle union grievance issues where applicable. Contribute to establishing and maintaining a work environment that is customer-focused, recognizes achievement, rewards high performance, and promotes opportunity.
• Designs and implements customer and agency outreach programs to promote the low income programs and meet enrollment targets.
• 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
• May have budgetary responsibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Utilities
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees