Manager - Customer Escalations

Purpose

Manager – Customer Escalations

Hiring Manager: LINDA K BALL

Opco & Locations: CMP-ME-Augusta General Office

Grade: H

Responsibilities

Direct and manage a comprehensive customer escalation department and work collaboratively across Networks and operations departments to deliver consistent best-in-class customer experiences. Oversee local team focused on regulatory compliance for all customer-facing issues. Develop/execute a strategy to ensure the customer experience is optimized for satisfaction and efficiency. Mitigate significant financial and reputational risk.

Position Description

• Responsible for the development and delivery of all service quality programs from individual customer complaint handling to comprehensive company-wide performance improvement and implementation of service recovery techniques.
• Leads a team of professionals with extensive regulatory and local operational knowledge.
• Delivers regular and mandated status reports to Customer Service executive leadership, to Operating Company Presidents/CEOs, and to the regulatory body.
• Ensures regulatory compliance on all customer complaints and customer interactions.
• Ensures customer experience is optimized for satisfaction and efficiency.
• Analyze customer trending to establish/execute strategy.
• Build relationships with regulatory bodies

Additional Responsibilities

• Complaint Handling/Compliance: manage a team of individuals to ensure the proper review and resolution of customer complaints in a timely manner, in full compliance with all required state-specific regulatory protocols. Pursue consistent, streamlined and efficient best practices.
• Reporting: file required regulatory documents on customer complaints, following local mandates.
• Regulatory: ensure local state regulatory relationships are productive and effective for the management of customer complaints
• Tracking: develop and maintain databases for analysis of trends and tracking on customer-specific issues.
• Service Recovery: develop and implement plans for comprehensive cross-functional Service Recovery Program.
• Service Improvement: develop and implement plans for comprehensive cross-functional Service Improvements, incorporating learnings from Service Recovery, to improve and enhance the customer experience and operational efficiency.
• Executive Support: directly interface with Operating Company President/CEO and other executives to resolve individual customer specific inquiries. Implement service recovery for resolution and sustained improvements.
• Benchmarking: engage in ongoing benchmarking of best practices around the customer experience globally within Iberdrola and locally, with a particular focus on neighboring utilities and their service recovery practices.
• Directly support local, state-level Customer Service Senior Team point people for all required regulatory needs related to complaints and service quality at the local operating company.
• Participate in / lead Global Practice Group initiatives, collaboratively with peers within Avangrid Networks.

Skills and Requirements

Required Qualifications

• Bachelor’s degree preferred (or significant and advanced applicable experience in this field)
• Extensive experience in advanced complaint resolution and service recovery techniques.
• Experience with state regulatory processes for customer complaints.
• Proficient in databases, PowerPoint, and Word.
• Experience managing a staff of professionals preferred.

Preferred Qualifications

• Experience working at all levels directly with professionalism: with executives, with front-line staff, with regulators, with vendors delivering service to customers.
• Familiarity with a utility customer care system.
• Working knowledge of the regulatory environment for utility companies.
• Experience managing geographically dispersed professional staff.
• Ability to travel

Competencies

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. 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.