Lead Analyst - Field Customer Service
Avangrid

Job Title: Lead Analyst - Field Customer Service

Company: Rochester Gas & Electric

Reports To: Supervisor - Field Customer Service

Location: NY - Rochester - West Ave

Business Area: Field Customer Service - RGE Team C

The base salary range for this position is $73,256 to $95,233 and depending on experience and location.

Job Summary

The Lead Analyst- Field Customer Service is responsible for scheduling Turn Off/On work, Collections work and AMI Smart Meter work for Central Rochester, Sodus, Canandaigua, Fillmore, and Geneseo Districts; Process Customer Credit Card Payments; Directly supports and assist with the development of collection strategies to minimize bad debts and arrears; Liaison on behalf of RGE&E and NYSEG Dispatch Services; Responds to escalated complaints/issues from appeals, PSC, Customer Complaints, Governmental Affairs and President's Office; Purchasing and Budget variance; Provides leadership as interim Supervisor in the absence of the department supervisors. If the successful candidate is not located in Rochester, occasional travel to Rochester will be required.

Key Responsibilities

• Strategically schedules the daily fieldwork to maximize our resources for efficiency in collections and completion of PSSC-mandated Gas and Electric Turn On/Shut Off work.

• Provide Analytical support to NYSEG and RG&E Customer Service

• Acts as the Liaison for Dispatch and our Vendor for coaching, training, and feedback to minimize discrepancies with field orders.

• Conducts assessments throughout the day of the work that has been fielded to assist field employees with troubleshooting of jobs and to process credit card payments when necessary.

• Key Lead in purchasing and creating Pos for the department as well as guiding the month budget variance report for changes and accuracy.

• Conducts in depth investigations for customer account resolution to assist appeals, PSC Governmental affairs, Customer Complaints, claims and President's Office.

• Creates/Corrects service notifications in CRMB to be fielded for job accuracy.

• Supports emergency restoration by performing assigned storm role (may include travel to NYSEG territory)

• Provide leadership support to the team as Interim Customer Service Supervisor in the absence of the department supervisors.

• Prepares reports and analyzes data for Meter ops (FCS/Itron) and Field Customer Service (Collection data, TO/SO data, Gas Shut off report, missed appointment report, 24-hour reconnect report)

Required Qualifications

• Bachelor's degree preferred. Associate degree with a minimum of 3 years relevant experience or High School/GED with a minimum of 5 years relevant experience required.

Preferred Qualifications

• Working knowledge of Field Customer Service scheduling tool (Service Edge/Click)

• Working knowledge of REPOS/Exceed on Demand Outage Management tool (Storm System)

• Proficient in SAP (Customer Service & Purchasing)/CRMB

• Strong informal Leadership skills and the ability to mentor team members

• Proficient in verbal and written communication skills

• Effective problem-solving and organizational skills

• Strong analytical ability and work planning skills

• Focus on the improvement of efficiencies

• Able to multi-task

• Strong customer service orientation

• Knowledge of PCs and mainframe applications

• Excellent collaboration and teamwork

Competencies

• Growth & Continuous Improvement

• Initiative & Change

• Focused on Results

• Customer Centric (internal and/or External)

• Communication

• Collaboration

• Leadership (people managers/leaders)

Disclaimer

AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate based on an individual's sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.

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 applies to employees who will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables.

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.
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