Customer Care Rep III at Avangrid in Pittsfield, Massachusetts

Job Description:

Job Info




POSITION - Union: Customer Care Rep III (BGC-MA-Pittsfield)(R-02943)

NUMBER OF POSITIONS - 1

LOCATION - BGC-MA-Pittsfield




Responsibilities



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.


1. Answer and respond to customer calls with maximum productivity, a high quality of customer service, and adhere to departmental policies and procedures
2. Work to resolve pending credit and collection activity on customer accounts and negotiate payment plans in accordance with state/federal regulatory laws and guidelines
3. Process customer service related requests to establish or discontinue gas service
4. 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
5. Perform ancillary work assignments as they relate to payment processing/ security deposits, billing, and Collections
6. Adhere to department work schedule and complete all assigned tasks in timely manner
7. 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 requiredTyping, 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



Experience/Training:



• Two years customer service, billing or collections experience



Required Education:



• High school diploma or equivalent GED




Competencies

• Be a role model


• Be agile


• Collaborate and Share


• Develop Self & Others


• Empower to grow


• Focus to achieve results


• Technical Skills

Mobility Information



Please 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


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.
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 People and Organization department at careers@avangrid.com



Job Posting End Date:

August-22-2024 Apply Now