Vice President- Customer Service

Provide management and direction for all functions of the Customer Service areas across AVANGRID. These include: Marketing, Sales, Customer Accounting, Call Center, Meter Services, Conservation, Business Offices, and Credit & Collections. Determine objectives and policies for these functional areas to influence the growth and profitability of the company.

• Establish a Strategic Plan for customer service identifying the growth strategy and goals for the Company.
• Direct the Marketing functions for the companies. Conduct research to identify additional sales opportunities and measure the effectiveness of advertising and promotional programs. Oversee activities associated with merchandising sales, appliance rentals and consumer financing.
• Direct the residential, commercial and key account functions of the Company. Oversee the Company’s interruptible sales program to insure that the target margin is achieved.
• Direct the Company’s customer billing, call center, and customer accounting operations. Establish and monitor performance against service level targets. Insure compliance with all statutory and regulatory requirements.
• Oversee the development, implementation, administration and post implementation analysis of Company sponsored conservation programs.
• Manage all credit and collection activities including the energy assistance program, the matching payment program, bankruptcies, liens and receiverships, approval of applications for financing and remittance processing. Collaborate with State and local agencies to set and define corporate collection strategies.
• Directs the activities related to the Meter Services areas.

Education & Experience Required:

• Bachelors degree in Business Administration or related field required, Masters Degree preferred.
• 10 years of experience in the customer service field, including significant management experience, directing a large operational function.
• Experience in developing customer service propositions underpinned by technology and automation.
• Knowledge of customer information systems, accounting controls and principles.
• Inherent knowledge of customer accounting and credit and collections processes.
• Knowledge of rates and regulatory process as it relates to customers.

Skills/Abilities:

• Excellent managerial/leadership skills.
• Effective communication and organizational skills.
• Results oriented.
• Track record of driving continuous improvement
• Demonstrated analytical, administrative and decision making abilities.

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