Supv CRC

Iberdrola • Orange, CT

1d • $79,000 - $99,000 • Onsite

About The Position

Supervisor - Customer Relations Center (Spanish Bilingual) Reports to Manager, Customer Relations Center Location: Orange, CT Work Type: Office The base salary range for this position is dependent upon experience and location, ranging from $79,000 to $99,000 plus up to 16% bonus 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.

Requirements

• Spanish/English Bilingual
• 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.
• Requires the ability to work a flexible schedule that includes some evenings/Saturdays, as well as, call-in for storm-emergency operations
• Bachelor's degree with 3 years of relevant experience OR significant and advanced experience in this specific field for over 5 yrs

Nice To Haves

• Experience managing a unionize workforce is preferable.
• May require account collections experience depending on the opening.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager