Customer Service Quality

Customer Service Quality

Requirements

• 10 years of experience in advanced complaint resolution and service recovery techniques.
• Expert knowledge of local state regulatory consumer rules.
• Experience with local state regulatory processes for customer complaints.
• Experience working at all levels directly with professionalism: with executives, with front line staff, with regulators, with vendors delivering service to customers.

Responsibilities

• Serve as single point of contact for local regulatory consumer division on customer-specific issues.
• Manage the proper review and resolution of customer complaints in a timely manner, in full compliance with all required state-specific regulatory protocols.
• File required regulatory documents on customer complaints, following local mandates in NY.
• Implement plans for comprehensive cross functional Service Recovery Program.
• Directly interface with local Avangrid Networks Operating Company Presidents/CEOs to resolve individual customer specific inquiries in assigned jurisdiction.
• Directly support and assist with the development of collections strategies to minimize bad debt expense and to ensure operational compliance with local regulatory requirements.
• Directly support every local, state-level Customer Service Senior Team point person for all required regulatory needs related to complaints and service quality at the local operating company.

Preferred Qualifications

• Bachelors degree preferred.
• Expert user of local utility customer care system.