Manager - Customer Relations Center (NY)

Manager - Customer Relations Center

Reporting to VP, Customer Service

Location: Orange, CT

Work Type: Office

The base salary for this position is dependent upon experience and location, ranging from $113,000 to $142,000 plus bonus

Position Overview:

Manages the daily activities and overall direction of the Customer Relations Center, including difficult customer complaints. Responsible for the measuring of the quality of service provided to customers by utilizing existing analysis as well as leading the development of new measuring methods. Responsible for ensuring timely and accurate bill production, printing and mailing. Responsible for developing actions to ensure Customers are provided with quality service. Assists in establishing strategic direction for the CRC, as well as providing input and interface to all other areas of the Company as required. Manages customer relations operations for storm restoration as required.

Key Responsibilities

• Monitors external ad internal customer feedback systems to identify trends. Analyzes, evaluates and recommends changes in the customer relations centers practices, policies, systems and procedures to ensure continual improvement in customer satisfaction.

• Ensures corporate vision, associated goals and relative action items are in place to meet performance measures and PSC targets. Manages all aspects of the call center including but not limited to: schedules, call volume forecasts, staffing needs, and union issues.

• Maintains a thorough working knowledge of local, state and federal policies, procedures and regulations and how they relate to customer service activities. May act as liaison with various agencies.

• Responsible for resolving difficult customer complaints. May review and approve communication material sent to customers, including coordinating monthly bill messages and billing inserts as required.

• Supervises the coverage and handling of storm and other emergency situations to ensure safe and timely restoration of service. Performs supervisory standby duty as required.

• May ensure timely and accurate customer billing and all work order completion.

• May forecast, prepare, and manage annual budget, monthly variance and year-end projections for two Cost Centers - Customer Relations Center and Customer Billing.

• May develop and ensure that all call center training needs are met to ensure knowledge levels and skills within the department.

• Responsible for the strategic and operational direction of the CRC. Develops and implements short and long term operational initiatives, reviews, analyzes and manages operational changes, performance and leadership in all aspects of department functions and operations.

Required Qualifications:

• Bachelor’s degree (or significant experience in the customer service field for over 10 years) required.  
• Previous supervisory experience.
• Comprehensive knowledge of corporate policies and procedures
• Strong knowledge of CIS+ CRS, WMS, CSS/GUI

Skills:

• Strong communication, interpersonal skills and analytical ability.
• Able to handle multiple priorities.
• Excellent managerial/leadership skills.
• Demonstrated team building ability
• Results oriented
• Excellent organizational skills
• Ability to coach and lead an effective team
• Ability to work flexible when storm control requires

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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.
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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:

June-16-2025