Customer Care Rep III - Military Veterans

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 customeraccount information in Customer Information System, and complete other work as assigned. Perform functions relatedto billing, service requests, evaluation of customer eligibility for and establishment on the Residential ArrearageManagement Program (RAMP) to provide debt forgiveness to eligible low-income gas customers, negotiate paymentagreements and complete activities related to credit and collection of delinquent accounts in adherence withMassachusetts Department of Public Utility (MDPU) regulatory guidelines, along with federal and state laws.

Maintaincustomer confidentiality and ensure familiarity with and compliance to all Berkshire Gas policies, standards, andprocedures related to data security.

1. Answer and respond to customer calls with maximum productivity, a high quality of customer service, andadhere to departmental policies and procedures
2. Work to resolve pending credit and collection activity on customer accounts and negotiate payment plans inaccordance 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 determinationof customer eligibility/qualifications, calculation of forgiveness benefit / monthly credit amounts, calculation ofcustomer's payment amount and completion of program enrollment processing
5. Perform ancillary work assignments as they relate to payment processing/ security deposits, billing, andCollections
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 atimely manner and with the same high quality standard of customer service that is provided to externalcustomers

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