Iberdrola USA Supervisor - Customer Care Center (UI) 63531 in United States
Business and Department
Job Summary, Major Roles & Responsibilities
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.
Key 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.Seven 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 customersituations. Demonstrated leadership accomplishments with successfully supervising others is required. Experience
managing a unionize workforce is preferable. May require account collections experience depending on the opening. Requires the ability to work a flexible schedule that includes some evenings/Saturdays, as well as, call-in for storm-emergency operations.
Job Requirments: Education, Skills & Abilities
Education: BS/BA Degree Experience: Bachelor Degree in Business Administration, Behavioral Sciences is required . 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.
AVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, protected veteran status or any other status protected by federal, state, or local law. The Company is committed to a policy in all of its employment practices of equal opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability, religion, marital status, veteran status, sexual orientation, or other protected status.
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Company: UNITED ILUMINATING ELECTRIC
Job Title: Supervisor - Customer Care Center (UI) 63531
Reports to: Manager, UI Customer Care
Location: Orange, CT, US
Cross Company Responsibility: Yes
Publication date: 28.06.2018