Summary:

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

Qualifications:

• Spanish/English Bilingual
• Bachelor's degree with 3 years of relevant experience OR significant and advanced expereicne in this specific field for over 5 yrs

Company:

THE UNITED ILLUMINATING COMPANY

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:

October-20-2025