Provides electricity and natural gas service to over 770,000 customers across Rhode Island.
Handle gas/electric customer inquiries, process transactions, and coordinate service requests.
20 days ago ago
Entry-level
Full Time
Cumberland, RI
Office Full-Time
Company Size
460 Employees
Service Specialisms
Electricity delivery
Natural gas delivery
Home energy assessment
Demand response programs
Environmental policy integration
Grant & community programs
Billing & customer support
Outage management
Sector Specialisms
Industrial
Energy
Infrastructure
Buildings
Residential
Commercial
Water Resources
Marine
Role
Description
work requests
meter install
account maintenance
outage response
customer triage
data entry
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.)
Establish and maintain good rapport with customer by using positive language and anticipating their needs
Schedule meter installs, remove/install locks & seals
Triage and appropriately escalate customer issues for resolution
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
Maintain an updated knowledge of customer related processes, services, and programs
Intake calls from electricians/contractors, create work requests for electrical work or for non-electric work that requires service shutdown
Perform general simple account maintenance and data entry
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 storm/emergency events – outages and service interruptions
Complete necessary requirements related to start accounts and final accounts
Respond promptly and professionally to simple customer calls and inquiries (Example: Trouble calls, Pay Assist/Collection, Simple Connections Electric Service Request, Transfer Service).
Requirements
dot test
customer service
high school
multi-task
platform proficiency
communication
Successful completion of federal DOT drug testing is a requirement for this position
Understand verbal and written instructions, procedures, and methods as they pertain to job functions
Demonstrated ability and adequate experience in related Customer Service jobs. 1+ years of previous customer service experience is a plus
Demonstrated ability to communicate courteously, professionally, and effectively with customers when handling complaints, adjustments, or service problems
Multi-task, prioritize and manage time effectively
Perform and be proficient in back-office customer service work responsibilities
High School diploma or equivalent is required
Proficient in all platforms designed to support customer account transactions and interactions
Benefits
Budget Billing, Autopay or other payment transactions and self-serve paperless opportunities
Clear inspections from Wire inspectors
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
must pass federal dot drug testing.
Company
Overview
2022 Relaunch
Rebranded under PPL Corporation
Signifies a significant corporate transformation and expansion of operations under new ownership.
9,000+ Miles
Extensive Energy Network
Operates one of the largest energy distribution networks in the state, ensuring reliable service delivery.
$888M Profit
Backing from PPL Corporation
Reflects the corporation's financial strength and investment in clean energy initiatives.
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.
Culture + Values
Integrity
Customer Focus
Excellence
Teamwork
Accountability
Environment + Sustainability
30% reduction
GHG Emissions Target
Aims to lower greenhouse gas emissions from electricity supply over the next decade.
2050 target
Net-Zero Goal
Committed to achieving net-zero carbon emissions by mid-century.
Working on expanding renewable energy sources, including solar and offshore wind.
Undertaken multiple grid modernization initiatives to enhance efficiency and reduce environmental impact.
Supports energy efficiency programs to help customers reduce their carbon footprint.
Inclusion & Diversity
50% by 2025
Gender Balance Target
Aim to achieve gender balance in entry-level roles by 2025.
Measured Representation
Diversity Tracking
Track gender and underrepresented group representation in leadership positions.
Increase gender diversity at all levels of the company, including leadership roles.