Supervisor - Customer Billing (CNG/SCG 66806) East Hartford or Orange, CT in East Hartford, CT at Avangrid

Date Posted: 10/18/2018

Job Snapshot

Job Description

Publication date: 17.09.2018
REFERENCE: 5102126201

Company: Connecticut Natural Gas (CNG) or Southern Connecticut Gas (SCG)
Department: Customer Service
Job Title: Supervisor - Customer Billing
Reports to: Manager - Billing
Location: East Hartford, CT or Orange, CT
Cross Company Responsibility: Yes

Business and Department


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

Responsible for providing strategic leadership and oversight to the CNG and SCG Billing Departments. Directs and
manages the day-to-day operations of the Billing Department including responsibility for budgeting, employee
performance, and key metrics. Provide leadership and guidance in the management of the department;
responsibilities include coordination of work efforts, and accountability for performance targets for teams. The
number of direct reports totals approximately 18.

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

• Manages the billing of customers and financial reporting for the Customer Service Department. Reviews monthly
statistical reports to gauge department performance and customer support activities performance and customer
support activities.
• Responsible for the development of annual key performance metrics, objectives, and measurements that are
consistent with corporate and regulatory goals and objectives, and focused on customer and employee satisfaction.
• Maintain good working knowledge of billing technology in order to assist with decision making and the effective
use of all tools and resources.
• Lead relationship with union on all issues related to billing.
• Assist with the resolution of difficult escalated customer complaints as needed, identifying root causes and
follow-up action items.
• Provide supervision, coaching, counseling and performance feedback to team members. Assist with routine
personnel issues.
• Maintain a thorough working knowledge of all local, state, and federal policies, procedures and regulations and

how they relate to customer service activities. Act as a liaison with various regulatory and community agencies.
• Implement a culture of continuous process improvement to continually adapt to internal and external customers
'needs; maximizing consistency, efficiency, cost effectiveness, and quality of service.
• Support and initiate training efforts to help strengthen employees' skills and knowledge and contribute to achieving
key performance metrics.
• Establish and manages billing budget.
• Ensure workforce meets all local, state, and federal regulatory requirements.


Education & Experience Required:

• Bachelor's degree (or significant and advanced experience in this specific field for over 10 years) required.
• Previous supervisory experience preferred.
• Previous experience managing in a union environment preferred.
• Strong analytical, interpersonal, verbal and written communication skills.
• Able to handle multiple priorities in a fast-paced environment.
• Excellent managerial and leadership skills.
• Demonstrated team building skills.
• Demonstrated initiative and a track record of driving continuous improvement in a customer service environment.
• Demonstrated ability to coordinate initiatives with multiple stakeholders.


• Comprehensive knowledge of company policies and procedures.
• Working knowledge of SAP customer information system preferred, or experience with similar ERP systems.
• The position requires developed leadership skills, analytical thought processes, and the ability to work well with
other leadership within various business areas.
• Proven ability to manage multiple strategic deliverables on-time.
• Demonstrated ability to manage budgets and staffing needs in order to meet performance goals and objectives.

This opportunity will offer
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.

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 Human Resources department at
877-387-9061 or

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