Customer Care Representative III

Job Info

POSITION - Union: Customer Care Representative III

NUMBER OF OPEN POSITIONS: 1

LOCATION: BGC MA - Pittsfield

SHIFT: 8:30AM-5:00PM

STARTING PAY: $25.55

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 customers 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 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

EXPERIENCE / TRAINING:

Two years customer service billing or collections experience

REQUIRED EDUCATION

High school diploma or equivalent GED

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: