{"id":2981187,"url":"https://alion.io/job/iberdrola-supervisor-customer-relations-center","title":"Supervisor - Customer Relations Center","company":{"id":5398,"name":"Iberdrola","domain":"iberdrola.com","url":"https://alion.io/company/iberdrola","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":97,"open_postings":34,"ghost_share":0,"stale_share":0.294,"repost_share":0.029,"time_to_fill_p50_days":15,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rochester, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":79680,"max":99600,"currency":"USD","period":"year","gross":null,"usd_annual":99600},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"NERC CIP","optional":true}],"status":"live","first_seen_at":"2026-10-20T00:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-22T02:37:54Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Job Title: Supervisor - Customer Relations Center\nLocation: Rochester, NY (3 City Center)\nWork type: Office (5 days on-site)\nThe salary range for this position is dependent upon experience, ranging from $79,680 to $99,600.\nWhat We Offer:\nCompetitive benefits and growth opportunities\nGenerous performance-based bonuses\n12% 401(k) match\nComprehensive health, dental, and vision insurance\nTuition reimbursement\nProfessional development and clear career-advancement pathways\nFor more information, please visit:Benefits - Avangrid\nJob Summary\nThe Supervisor - Customer Relations Center leads daily call center operations and supports representatives in delivering responsive, policy-aligned customer service. This role oversees customer inquiries, escalated complaints, program administration, application processing, and team performance for representatives. Success requires strong coaching, sound judgment, operational follow-through, and the ability to work with internal teams, regulators, agencies, and field personnel. The supervisor helps maintain a customer-focused environment that supports service quality, employee development, compliance, and restoration readiness during storms or other system events.\nResponsibilities:\nDirect day-to-day customer service operations across multiple communication channels, including phone, email, live chat, and written correspondence, ensuring team performance, service quality, timely case resolution, accurate documentation, reporting, and adherence to company policies and procedures.\nResolve escalated customer issues by reviewing concerns, coordinating next steps, and responding in a fair, timely, and professional manner.\nMonitor operational quality by conducting audits of customer interactions and service-related work, including phone calls, emails, live chats, customer correspondence, account research, documentation, and case resolution activities, to promote accuracy, compliance, and consistent customer experience.\nDevelop team performance by providing coaching, counseling, feedback, and routine personnel support, including union grievance handling where applicable.\nPromote a customer-focused work environment by recognizing achievement, supporting high performance, and creating opportunities for team growth.\nSupport emergency response and restoration efforts by performing supervisory stand-by duty during storms or other events and coordinating with the 24-hour area, communications center, and service centers.\nRequired Qualifications:\nEducation & Experience Required:\nHigh school graduate or equivalent and 3 to 5 years of program management administration and/or customer service, including supervisory experience.\nKnowledge of Company’s customer services policies and practices.\nKnowledge of Company’s billing system and understanding of the billing process.\nKnowledge of NYPSC rules, DSS procedures and other related rules and regulations associated with low-income programs.\nSkills/Abilities:\nDemonstrated communication and organizational skills.\nResults oriented.\nAbility to troubleshoot complex problems related to the low-income programs and take corrective action when necessary.\nStrong leadership skills.\nPreferred Qualifications:\nBachelor’s degree.\nBehavioral Competencies:\nDevelop self & others\nEmpower to grow\nCollaborate and share\nBe a role model\nFocus to achieve results\nBe agile\n#LI-NB1\nCompany:\nROCHESTER GAS & ELEC CORPMobility Information\nPlease 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.\nAt 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.\nIf 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 .\nAvangrid 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.\nAvangrid 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.\nJob Posting End Date:\nNovember-22-2026","description_format":"text","description_chars":5247,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Professional development","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy Storage","Power Grid","Solar Energy","Wind Energy"],"lifecycle":[{"event":"open","at":"2026-10-21T07:06:26Z"}],"visa":[],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.89,"p_room":1,"age_days":3,"expected_fill_days":15,"reasons":["conf:27","velocity","win:early","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":99600,"is_top_pay":false},"html_url":"https://alion.io/job/iberdrola-supervisor-customer-relations-center","json_url":"https://alion.io/job/iberdrola-supervisor-customer-relations-center.json","meta":{"generated_at":"2026-10-23T14:21:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21511,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5398},"rest":"https://alion.io/mcp/rest/get_company?id=5398"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fiberdrola-supervisor-customer-relations-center"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fiberdrola-supervisor-customer-relations-center"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fiberdrola-supervisor-customer-relations-center"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/iberdrola-supervisor-customer-relations-center\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fiberdrola-supervisor-customer-relations-center"}]}