Supervisor - Customer Care Center (UI) 63531 in Orange, CT at Avangrid

Date Posted: 6/29/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Orange, CT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    6/29/2018

Job Description

Publication date: 28.06.2018
REFERENCE: 5096780001

Company
Company: UNITED ILUMINATING ELECTRIC
Department: UIE-CT-Operations
Job Title: Supervisor - Customer Care Center (UI) 63531
Reports to: Manager, UI Customer Care
Location: Orange, CT, US
Cross Company Responsibility: Yes

Business and Department
ASC-CT-Orange
Orange,CT

Description
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 customer
situations. 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.

Requirements
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.

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
833-246-6347 or careers@avangrid.com.