Representative-Customer Relations Center 5034
Iberdrola USA - Augusta, ME

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Company : Central Maine Power (CMP)

Department : Customer Service

Job Title : Representative – Customer Relations Center

Reports to : Manager – Customer Relations Center

Location : Augusta, ME

Cross Company Responsibility : None

Education & Experience Required :
High School Diploma/GED equivalent.

Associate's Degree in related field of study is preferred.

A minimum of 1 year of customer service related experience.

Knowledge of billing, collections, CIS+, HEPPA, Lotus Notes, and filed tariffs is a plus.

Knowledge of MPUC Cpt. 810 & 860, understanding of legal process/credit reporting requirements, bankruptcy codes and rules (where applicable).

Good communication and customer-focused skills.

Able to coordinate multiple tasks for multiple customers in a fast-paced environment.

Strong problem-solving skills.

Able to work flexible schedule during storm/emergency situations.

Works well within a team.

MS Office skills.

CDSS, CSSGUI, WMS, Brio Query, Data Query, CA View, Sundry Billing (where applicable).

Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:

Handles all phases of customer inquiries received in person or by telephone (sometimes written or electronic) and processes applications for service and extension of facilities. Responds to customer inquiries and complaints (i.e. bill payment, usage inquiries, account updates, service, credit and collections) in a customer focused manner. Responds to maintenance and emergencies during storm restoration.

MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):

Procedures and policies, which include regulatory guidelines (customer may include: attorney, collection vendors, and/or insurance companies). Records on line entries of customer transactions into set operating systems.

Provides account information to customers and explains bill service policies and customer rights. Able to work with all areas of the Company to obtain pertinent information to serve customer.

Conducts credit and collection work, as necessary, including deposits, final/charge off collection, Sundry and Legal.

Receives and logs customer inquiries, complaints, and requests for adjustments on residential and small business or industrial accounts.

Initiates service orders, WMS orders and performs associated action, as requested.

Competency Requirements :
It is preferred that for this job, the candidate fulfills the requirements in terms of levels indicated below. For details of the competencies and the different levels, refer to the Iberdrola Competency model below.

1. Delivering for the Business :
Global view of the Business – Initial

Achieving Results and continuous improvements - Competent

Initiative – Initial

Innovation & Creativity - Initial

2. Global Relationships:
Flexibility & Globalization - Competent

Customer Focus - Competent

Communicating & Influencing – Initial

Team Work - Initial

3. Global Leadership:
Team management – Initial

Developing Others - Initial

Iberdrola IUSA Competency Model

1. Delivering for the Business:
Global view of the Business

Initial – Knows and understands own area of responsibility.

Competent – Identifies and understands the relationships and links with other areas across the organization.

Advanced – Can identify how his/her own business area contributes to the Iberdrola Group.

Expert – Hasa view of the organizational environment and the external market.

Achieving Results and Continuous Improvements

Initial – Performs work adequately, striving for effectiveness. Achieves agreed goals.

Competent – Creates own working standards, places high demands on him/herself and the results achieved.

Advanced – Makes changes in order to improve performance or results.

Expert – Assumes new challenges, taking calculated risks.


Initial – Solves problems in day-to-day role.

Competent – Acts quickly and decisively in uncertain situations.

Advanced – Anticipates problems and opportunities and acts accordingly.

Expert – Creates opportunities and acts with future vision.

Innovation & Creativity

Initial – Willingly accepts innovative approaches.

Competent – Has innovative ideas by applying experiences and knowledge already learned.

Advanced – Fosters creative, innovative atmosphere in his/her working environment.

Expert – Innovates & creates new concepts (Products, services, processes etc).

2. Global Relationships:
Flexibility & Globalization

Initial – Accepts the need to be flexible, reacts with a positive attitude to changes.

Competent – Adapts his/her way of working to new requirements.

Advanced – Facilitates change, adapts action strategy according to the changes in the internal/external environment.

Expert – Instigates change.

Customer Focus

Initial – Responds to customer requests.

Competent – Commits to the Customer.

Advanced – Improves Service for current needs.

Expert – Anticipates future needs.

Communicating & Influencing

Initial – Communicates appropriately with others within the usual working environment.

Competent – Effectively communicates in more complex situations with a variety of people, with whom there may or may not be regular contact.

Advanced – Exerts influence by using persuasive and convincing techniques.

Expert – Uses net work of contacts positively and encourages collaboration to successfully achieve objectives.

Team Work

Initial – Participates in the team.

Competent – Involves himself/herself proactively in the team.

Advanced – Creates a team.

Expert – Promotes teamwork across departments.

3. Global Leadership:
Team Management

Initial – Encourages team effectiveness by distributing tasks appropriately.

Competent – Takes each team member into account when making decisions, as well as the team as a whole.

Advanced – Demands High performance.

Expert – His/her team interacts in an optimal way across the organization.

Developing Others

Initial – Carries out specific development actions.

Competent – Performs constant development activities for the team as a whole.

Advanced – Proposes and carries out individual development activities.

Expert – Generates a culture of professional development, contributing to the sustained growth of the organization.

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