Customer Service Associate

Overview

Handle gas/electric customer transactions, support calls, work requests, and account maintenance.

Key Responsibilities

• work requests
• meter install
• lock seals
• outage response
• account maintenance
• issue escalation

Tasks

-Intake calls from electricians/contractors, create work requests for electrical work or for non-electric work that requires service shutdown -Establish and maintain good rapport with customer by using positive language and anticipating their needs -Schedule meter installs, remove/install locks & seals -Initiate work requests for electrical work or non-electrical work that requires a service shutdown, provide updates to work requests and clear inspections from wire inspectors -Respond to customer, electrician and contractor calls in accordance with established performance and quality metrics both verbal and written via multiple channels (phone, email, chat, etc.) -Maintain an updated knowledge of customer related processes, services, and programs -Respond to storm/emergency events – outages and service interruptions -Respond promptly and professionally to simple customer calls and inquiries (Example: Trouble calls, Pay Assist/Collection, Simple Connections Electric Service Request, Transfer Service). -Triage and appropriately escalate customer issues for resolution -Perform general simple account maintenance and data entry -Resolve problems by clarifying the customer complaint, determining the cause of the problem, selecting the best solution to the problem, expediting corrections, and follow-up to ensure customer questions are resolved -Complete necessary requirements related to start accounts and final accounts

Requirements

• customer service
• high school
• platform proficiency
• back-office
• multi-task
• professional communication

What You Bring

-Demonstrated ability and adequate experience in related Customer Service jobs. 1+ years of previous customer service experience is a plus -High School diploma or equivalent is required -Proficient in all platforms designed to support customer account transactions and interactions -Perform and be proficient in back-office customer service work responsibilities -Multi-task, prioritize and manage time effectively -Understand verbal and written instructions, procedures, and methods as they pertain to job functions -Successful completion of federal DOT drug testing is a requirement for this position -Demonstrated ability to communicate courteously, professionally, and effectively with customers when handling complaints, adjustments, or service problems

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Benefits

-Budget Billing, Autopay or other payment transactions and self-serve paperless opportunities -Clear inspections from Wire inspectors

About Rhode Island Energy

-Delivers electricity and natural gas across Rhode Island. -Anchors the state's energy infrastructure with deep local roots. -Manages large-scale projects including grid modernization and efficiency rebate programs. -Pivotal role in offshore wind initiatives for clean energy goals. -Operates under regulatory oversight with pricing reviews by the Rhode Island Public Utilities Commission. -Engages communities through energy assessments and home-efficiency initiatives.

Sector Specialisms