Customer Care Rep III - Pittsfield, MA at Avangrid in Pittsfield, Massachusetts

Posted in Other 19 days ago.

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Job Description:

Job Information

POSITION - Union: Customer Care Rep III (12276 and 77)




Provide quality customer service by phone, mail, email, or in person. Respond to customer inquiries, update customer account information in Customer Information System, and complete other work as assigned. Perform functions related to billing, service requests, evaluation of customer eligibility for and establishment on the Residential Arrearage Management Program (RAMP) to provide debt forgiveness to eligible low-income gas customers, negotiate payment agreements and complete activities related to credit and collection of delinquent accounts in adherence with Massachusetts Department of Public Utility (MDPU) regulatory guidelines, along with federal and state laws. Maintain customer confidentiality and ensure familiarity with and compliance to all Berkshire Gas policies, standards, and procedures related to data security.


  • Answer and respond to customer calls with maximum productivity, a high quality of customer service, and adhere to departmental policies and procedures
  • Work to resolve pending credit and collection activity on customer accounts and negotiate payment plans in accordance with state/federal regulatory laws and guidelines
  • Process customer service related requests to establish or discontinue gas service
  • Complete all tasks related to the Residential Arrearage Management Program (RAMP) to include determination of customer eligibility/qualifications, calculation of forgiveness benefit / monthly credit amounts, calculation of customer's payment amount and completion of program enrollment processing
  • Perform ancillary work assignments as they relate to payment processing/ security deposits, billing, and Collections
  • Adhere to department work schedule and complete all assigned tasks in timely manner
  • Respond to internal / departmental requests (i.e., Rental Department, Dispatch, Community Action etc.) in a timely manner and with the same high quality standard of customer service that is provided to external customers

  • Skills and Requirements

    • Effective verbal and written communication skills required Typing, PC, and Phone Skills needed
    • Experience/knowledge in Microsoft Excel and Word applications is a -must
    • Good organizational /analytical skills needed and ability to multi-task
    • Bilingual in Spanish a plus

    • Two years customer service, billing or collections experience

    Required Education:
    • High school diploma or equivalent GED

    • Develop Self & Others
    • Empower to grow
    • Collaborate and Share
    • Be a role model
    • Focus to achieve results
    • Be agile

    AVANGRID 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.

    AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At 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. Learn more about equal employment by following this link

    If 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 Human Resources department at 203-499-2777 or

    Nearest Major Market: Pittsfield