Avangrid

Supervisor - Field Customer Service

Hornell, NY

$85,900-$107,375

About This Job

Job Title: Supervisor - Field Customer Service

Department: Customer Service

Reports to: Manager - Regional Ops Customer Service Location: In Office, Hornell NY

The base salary range for this position is dependent upon experience and location, ranging from: $85,900 - $107,375

Job Summary

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, economic services to customers.

Key Responsibilities

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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.

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Ensures compliance with applicable rules, regulations, policies and guidelines.

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Manages department budget, maintains cash controls, and directs employee hiring process.

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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.

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Investigates shared meter, switched meter problems and theft of electrical services. Handles customer and electrical inspector complaints/inquires.

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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.

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Participates in safety programs and responsible for results. Ensures the safety of all employees, the general public, contractors and Company facilities.

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Assist with restoration efforts during storm and other emergencies.

Required Qualifications

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Education & Experience Required:

+ Associates 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.

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Skills/Abilities:

+ Knowledge and experience with CIS, SAP, WMS, CSS, and Smartmap systems. + Microsoft Office skills. + Good verbal and written communication skills. + Strong customer service ability. + Strong leadership skills.

Preferred Qualifications

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Bachelors Degree with a minimum of 4 years relevant experience preferred.

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Prior supervisory and customer service experience is preferred.

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Delivering for the Business:

+ Global view of the Business - Competent + Achieving Results and Continuous Improvements - Competent + Initiative - Competent + Innovation & Creativity - Competent

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Global Relationships:

+ Flexibility & Globalization - Competent + Customer Focus - Competent + Communicating & Influencing - Competent + Team Work - Advanced

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Managing People:

+ Team Management - Competent + Developing Others - Competent

Competencies

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Growth & Continuous Improvement

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Initiative & Change

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Focused on Results

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Customer Centric (internal and/or external)

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Communication

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Collaboration

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Leadership (people managers/leaders)

Company:

NY STATE ELECTRIC & GAS CORP

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at

careers@avangrid.com

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Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

Job Posting End Date:

June-26-2025

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