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Director - eSolutions Customer Service (71712) Portland, ME, US in Portland, ME at Avangrid

Date Posted: 2/5/2019

Job Snapshot

Job Description

Publication date: 05.02.2019REFERENCE: 5109931703


Department: Retail Energy ManagementJob Title: Director – eSolutions Customer ServiceReports to: Vice PresidentLocation: Portland, ME

Cross Company Responsibility: No

Business and DepartmentUSA,


Iberdrola’s newly created Retail e-Solutions organization is seeking talented candidates who are passionate aboutinnovation, green energy and delivering smart customer solutions. We are seeking self-driven, passionate andambitious individuals to join our fast paced, dynamic organization. Now is the best time to join our company andgrow your career with us.


Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:

The Director is responsible for defining the strategy and roadmaps for customer service support with a focus onservice management and customer satisfaction; identifying and implementing industry aligned metrics to improveservice levels and reporting; coordinates across organizations including Product, Sales and Customer Operationsto measure success; and communicates effectively at all levels to ensure solutions are appropriately utilized. Thedirector will be responsible for the customer experience through all customer channels including inbound andoutbound call centers, digital channels such app, website and webchat.

MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):

• Drives positive customer experiences that create customer value and satisfaction (external and internal), retentionand growth, building on voice of the customer feedback, and qualitative and quantitative data.
• Responsible for the customer experience through all customer channels including inbound and outbound call

centers, digital channels such app, website and webchat
• Champions and leverages sources such as voice of customer insights and analytics, emotional and behavioralresearch, and customer journey mapping, to fully understand our customers’ experience with us, while focusingdaily on delivering value to the company, solving customer experience problems and realistically developing newopportunities.
• Working collaboratively with other departments, including but not limited to Product Management, Marketing,Finance, Digital, Sales and Consulting to drive customer success.
• Drive customer satisfaction and retention through initial customer onboarding, ongoing support and retentioninitiatives
• Develops a customer-focused climate for managers and supervisors, using key performance criteria to setobjectives.
• Establishes short and long term operating budgets and attains budgeted objectives.
• Procure and manage 3rd party vendors for customer channels, i.e., call centers,
• Encourages and works closely with Sales to understand technical and business challenges of the client. Ensuresthat team understands how to provide the highest level of service and increase value for customers.
• Maintain a deep knowledge of client industry, product, and role in the market.
• Oversees the identification of opportunities to increase sales of products and/or services and analyze competitoractivities to assess any threats
• Work with Director of Retail Operations in developing a support service model
• Define and drive key performance indicators (KPIs) for customer support



Education & Experience Required:

• Bachelor’s degree or equivalent experience. Master’s degree in Business or Computer Science a plus.
• 7-10 years supervisory and leadership experience and 5+ years management responsibility over customerengagement, support, learning, knowledge management, customer success, digital community, and/or clientrelationship management. Retail and energy related services experience required
• Proficiency in leveraging a range of tools to build and communicate data-driven recommendations
• Excellent listening and communication skills, coupled with strong interpersonal and relationship management skills
• Adaptability to manage uncertainty; balancing multiple competing objectives and timelines, and making sensiblecompromises to push your team forward. Ability to take on new initiatives and build them into the customer serviceteam’s workflow.
• Problem solver, creative thinker, and not afraid to experiment
• Working knowledge of customer lifecycle; experience working in a regulated industry environment

This opportunity will offer

AVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualifiedindividuals based on their status as protected veterans or individuals with disabilities, and prohibit discriminationagainst 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 toemploy 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 locallaw. The Company is committed to a policy in all of its employment practices of equal opportunity without regard torace, 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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