Supervisor - Customer Relations Center

Reporting to:

Manager - Customer Relations Center

Location:

Augusta, ME

Work Type:

Office

The base salary range for this position is dependent upon experience and location, ranging from

$77,000 to $97,000 plus bonus Job Summary:

Oversee the daily operations and staff of the call center including responding to customer inquiries & complaints, CIS utilization and CRC Representative performance. Supervises the clerical and administrative support in connection with Power Partner, LICAP and LIRA. Oversees the efficient entering, processing and updating of enrollments for Power Partner, LICAP and LIRA. Receives and handles escalated customer complaints.

Key Responsibilities

- Supervises team members to handle inbound customer telephone calls with maximum productivity, a high quality of customer service, and adherence to policy and procedures. Includes union or non-union personnel. Responds to escalated customer complaints.

- Responds to customer inquiries concerning Power Partner, LICAP and LIRA, as well as requests from the NYPSC, CAP agencies and field personnel.

- Oversees the efficient processing of applications and enrollments for Power Partner, LICAP and LIRA.

- Manages the referral process to NYSERDA for weatherization and energy education assistance.

- Distribute and audit Ancillary work units processed by team members.

- Provide coaching, counseling and performance feedback to team members. Handle routine personnel issues. Handle union grievance issues where applicable. Contribute to establishing and maintaining a work environment that is customer-focused, recognizes achievement, rewards high performance, and promotes opportunity.

- Designs and implements customer and agency outreach programs to promote the low income programs and meet enrollment targets.

- Perform supervisory stand-by duty, as required, during storms and other restoration efforts. Ensure the safe and timely restoration of service by working in concert with the 24 hour area, communications center, and service centers

- May have budgetary responsibility.

Qualifications

- High school graduate or equivalent; Bachelor's degree preferred

- 3 to 5 years of program management administration and/or customer service, including supervisory experience

- Demonstrated communication and organizational skills

- Ability to troubleshoot complex problems related to the low income programs and take corrective action when necessary.

- Strong leadership skills

- Knowledge of NYPSC rules, DSS procedures and other related rules and regulations associated with low income

Company

CENTRAL MAINE POWER CO

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.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management.

Job Posting End Date

December-15-2025