Lead Supervisor - Customer Care

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 #LI-OFFICE #LI-JO1 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. 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: We are one of the main energy companies in the world, a leader in renewables, which champions the energy transition towards a low-emissions economy. We supply energy to nearly 100 million people in dozens of countries and develops its renewable, network and commercial activities in Europe (Spain, the United Kingdom, Portugal, France, Germany, Italy and Greece), the United States, Brazil, Mexico and Australia and maintains markets such as Japan, Taiwan, Ireland, Sweden and Poland, among others, as growth platforms. Do you want to be part of the energy of the future? Do not hesitate, join us! Consult the Iberdrola career site Terms of Use and Legal Conditions Consult the Iberdrola employment channel Privacy Notice At Iberdrola Group | Careers we only use technical cookies to allow the operation and provision of the services offered on the website. For more information you can consult our Cookies Policy

Salary : $92,185 - $115,232