Analyst Customer Advocate

Company: New York State Electric and Gas

Department: Customer Service

Job Title: Analyst - Customer Advocate

Location: Binghamton NY

Work Model: Office

The salary range for this position is dependent upon experience ranging from $64538 to $80673

Job Summary

Responsible for assisting customers who are unable to pay their bills; ensuring field compliance with HEFPA; administering the critical customer program; serving as liaison with local Depts. of Social Services and other agencies; assisting in the promotion of the Companys low-income program; handling at-risk customers during emergencies. Conducts outreach with customers and/or agencies regarding company programs and services. May conduct annual training on cold weather and HEFPA related policies.

Key Responsibilities

• Counsel and assist residential customers with special needs who are unable to pay their utility bills including administration of 3596 referrals to Department of Social Service (DSS); Ensure compliance with HEFPA. (40%)

• Administration of 2338 (Elderly/Blind/Disabled) Referrals to DSS. (15%)

• Liaison with Department of Social Services and other human service agencies to inform them of NYSEGs programs and policies and to obtain assistance for customers faced with disconnection of service.(15%)

• Conduct outreach to agencies and/or customers explaining company services and programs. (15%)

• Administer Critical Customer Program; handle life support customers and other special needs customers during emergencies.(10%)

• Oversee Dormant Review and provide Cold Weather and HEAP training for field employees.(5%)

Required Qualifications

• Education & Experience Required:
  • Associates Degree with a minimum of 3 years relevant experience or High School/GED with a minimum of 5 years relevant experience required.

• Skills/Abilities:
  • Strong communication skills.
  • Effective problem-solving and organizational skills.
  • Strong analytical ability.
  • Able to multi-task.
  • PC skills including MS Office Suite.

Preferred Qualifications

• Bachelors Degree

• Delivering for the Business:
  • Global view of the Business - Competent
  • Achieving Results and Continuous Improvements - Competent
  • Initiative - Competent
  • Innovation & Creativity - Competent

• Global Relationships:
  • Flexibility & Globalization - Competent
  • Customer Focus - Advanced
  • Communicating & Influencing - Expert
  • Team Work - Competent

• Managing People:
  • Team Management - Competent
  • Developing Others - Initial

Competencies

• Growth & Continuous Improvement

• Initiative & Change

• Focused on Results

• Customer Centric (internal and/or external)

• Communication

• Collaboration

• Leadership (people managers/leaders)

Company:

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.

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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. This is applicable to employees that will work in Connecticut Maine Massachusetts and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission operations and cyber security business areas in Connecticut Maine Massachusetts and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections training audit engagement and required evidence retention and will be communicated by the employees management.

Job Posting End Date: