Supervisor - Field Customer Service

Iberdrola•United States Of America, ME

13d•Onsite

About The Position

Plans, directs and supervises customer service functions including billing, credit, customer service contact, specialty and meter services, and collection activities. Supervises customer service activities to provide efficient, economical services to customers.

Requirements

Associate's degree with a minimum of 7 years relevant experience or High School/GED with the completion of the relevant progression program and 10 years relevant experience required.
Knowledge of the union contract is desired.
Experience with collections activities.
Knowledge and experience with CIS, SAP, WMS, CSS, and Smart map systems.
Microsoft Office skills.
Good verbal and written communication skills.
Strong customer service ability.
Strong leadership skills.

Nice To Haves

Bachelors Degree with a minimum of 4 years relevant experience preferred.
Prior supervisory and customer service experience is preferred.

Responsibilities

Plans, schedules, directs and appraises work of direct reports and/or contingent workers.
Leads the activities of a team of customer service representatives and meter services.
Ensures compliance with applicable rules, regulations, policies and guidelines.
Manages department budget, maintains cash controls, and directs employee hiring process.
Handles media contacts and complaints from the MPUC.
Assists Engineering and Marketing coordinates field activities regarding installation and startup of large meter services and tie-over as well as provides input on design.
Investigates shared meter, switched meter problems and theft of electrical services.
Handles customer and electrical inspector complaints/inquires.
Handles high profile accounts relating to credit, customer satisfaction and/or billing issues.
Assures Service Quality Measures are achieved.
May assist with restoration efforts during a storm.
Participates in safety programs and responsible for results.
Ensures the safety of all employees, the general public, contractors and Company facilities.
Assist with restoration efforts during storm and other emergencies.