Lead Supervisor - Customer Care
Avangrid
Job Info
Job Title: Lead Supervisor - Customer Care
Reports to Manager, Customer Relations Center
Location: Kirkwood, NY
Work Type: Office
The base salary range for this position is dependent upon experience and location, ranging from $92,185 to $115,232
Purpose:
Oversee the daily operations and staff of the Customer Care Center
including timely response to customer inquiries and requests and managing
employee performance.
Responsibilities
- Supervises team members to handle inbound customer telephone calls with maximum productivity, a high-quality customer service, and adherence to policy and procedures.
- Responds to escalated customer complaints.
- Provide coaching, counseling and performance feedback to both CSR and supervisory team members. Handle routine personnel issues.
- Contribute to establishing and maintaining a work environment that is customer-focused, recognizes achievement, rewards high performance, and promotes opportunity.
- Perform supervisory stand-by duty, as required, during weekends or emergency situations.
- Respond to PSC inquiries as needed.
Skills and Requirements
- BS/BA Degree preferred. 5 years of strongly related experience may be considered in lieu of a BS/BA Degree.
- Minimum 5 years of experience in the customer service field and 3 years of supervisory experience.
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 AVANGRD Network and Corporate functions. This does not include those that
will work for Avangrid Renewable
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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
AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. 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
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 AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables
Job Posting End Date:
January-31-2025
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