Job Information
Avangrid Service Company Lead Analyst - Field Customer Service in Rochester, New York
Job Title: Lead Analyst - Field Customer Service
Company: ROCHESTER GAS & ELEC CORP
Location: RGE - Mushroom Blvd.
Business Area: Field Customer Service
Reports to: Lead Supervisor - Field Customer Service
The base salary range for this position is $73,256 to $95,233 and is dependent upon experience.
Job Summary
Works within the Field Customer Service department, primarily for RGE but will perform cross-company and departmental work with NYSEG as required part of the greater cross-functional team. Work includes both field and office work.
Key Responsibilities
• Investigates reports or discoveries of unlawful acts of energy theft, meter tampering, and fraud
• Performs research on CRMB and at the customer's premise. Communicates with customers, property owners, law enforcement, legal entities, and municipal agencies, both verbally and with written correspondence. Field activity includes data and evidence collection, crew and law enforcement coordination, and obtaining witness statements
• Investigates metering and billing concerns that require field activity for resolution. Performs research on CRMB and at the customer's premise. Communicates with customers and property owners both verbally and with written correspondence.
• Performs High Bill, Shared Meter, Meter Mix-ups, and Rate and Revenue investigations
• Performs Rate and Revenue investigations on residential and nonresidential accounts (up to 100 kw). Reviews account consumption, service classification, service application, and other relevant information on CRMB. Verifies or makes changes in CRMB to ensure the correct billing rate and revenue designation as outlined in RG&Es tariffs. Performs site inspections as required.
• Performs Meter Mix-up investigations. Performs research on CRMB and performs field investigation to determine meter locations and service designations. Communicate findings with all affected parties. Calculates billing adjustments and ensures all necessary changes are made in CRMB.
• Performs Non-Registering Meter investigations. Performs research on CRMB and field investigation for meters that are reported not registering consumption. Determines required action to remove, replace, or turn off meters. Communicates with customers and ensures follow-up on customer accounts. Assists with gas and electric emergencies as requested.
• May assist in AMI initiatives
• May assist with RGE scheduling and key deployment
• Storm Role - Wires Down Branch Director- Participation is mandatory and tied to performance review
• May assist with cross-departmental responsibilities under the Avangrid umbrella
Required Qualifications
• Bachelor's Degree (preferred) with a minimum of 3 year's experience or Associate degree with a minimum of 5 year's experience required
• Proficiency in Customer Service policy and procedures
• Good working knowledge of CRMB
• Good working knowledge of RG&E/NYSEG collections policy and procedure
• Knowledge of RG&E tariffs, NY Penal Law, Shared Meter Law, rate structure, billing, collection policies, HEFPA, and NYSPSC Rules and Regulations
• Good working knowledge of HVAC systems, building construction, plumbing, electrical wiring and gas piping
• Strong interpersonal, written, and verbal skills.
• Strong decision-making, analytical, problem-solving, and negotiating skills.
• Good computer skills including Microsoft Office products and CIS.
Competencies
• Growth & Continuous Improvement
• Initiative & Change
• Focused on Results
• Customer Centric (internal and/or External)
• Communication
• Collaboration
• Leadership (people managers/leaders)
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:
Minimum Salary: 73256.00 Maximum Salary: 95233.00 Salary Unit: Yearly