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Lead Analyst - Field Customer Service
Avangrid
Investigates metering/billing issues needing field work, performs research and communication.
11d ago
$78,091 - $97,614
Junior (1-3 years)
Full Time
United States Of America, New York, Rochester
Field
Company Size
7,999 Employees
Service Specialisms
Renewable Energy
Power Generation
Transmission
Distribution
Energy Storage
Engineering
Project Management
Operations & Maintenance
Sector Specialisms
Energy
Renewable Energy
Electricity Transmission
Electricity Distribution
Smart Grids
Grid Infrastructure
Power Generation
Natural Gas Utilities
Role
What you would be doing
billing research
field evaluation
meter inspection
crm analysis
rate verification
ami support
- Performs High Bill investigations. Investigates residential and nonresidential (up to 100kw) customer metering and billing concerns. Performs billing research on CRM and load studies at customers premise to compare billed consumption to connected load. Performs field evaluations of gas and electric meter accuracy. Verifies accuracy of billing. Provides consumer education regarding billing and energy usage.
- Performs Meter Tamper and Energy Theft investigations. Investigates customer premises of suspected meter tamper and energy theft situations in compliance with NYS Penal Law, NYSPSC Regulations and company tariffs. Inspects electrical, gas piping, and associated equipment of the property in question. Prepares estimates of energy fraudulently consumed. Creates and maintains case files and pursues appropriate remedies for the recovery of the company’s asset.
- Performs Fraud investigations. Investigates residential and nonresidential customer reports of fraud related to but not limited to: application for utility service. Performs research in CRM and other available sources to determine the validity of the application. Provides written documentation to all involved parties and performs required follow-up.
- Performs Non-Registering Meter investigations. Performs research on CRM and field investigation for meters that are reported not registering consumption. Determines required action to remove, replace, or turn-off meters. Communicates with customers and ensures follow-up on customer account. Assists with gas and electric emergencies as requested.
- Performs Shared Meter investigations. Investigates residential customer premises of suspected shared meter situations in compliance with NYS Shared Meter Law. Performs billing research on CRM, inspects electrical, gas piping, and HVAC equipment of the property in question. Prepares estimates of shared consumption. Provides written documentation to all involved parties and performs required follow-up.
- May assist in AMI initiatives, RGE scheduling and key deployment.
- Performs Meter Mix-up investigations. Performs research on CRM, performs field investigation to determine meter locations and service designations. Communicates findings with all affected parties. Calculates billing adjustments and ensures all necessary changes are made in CRM.
- Performs Rate and Revenue investigations on residential and nonresidential accounts (up to 100 kw). Reviews account consumption, service classification, service application and other relevant information on CRM. Verifies or makes changes in CRM to ensure the correct billing rate and revenue designation as outlined in RG&Es tariffs. Performs site inspections as required.
What you bring
bachelor’s degree
3 years
microsoft office
crm
operator qualification
customer service
- 3 years of customer service experience.
- Strong decision making, analytical, problem solving and negotiating skills.
- Strong interpersonal, written and verbal skills.
- Bachelor’s Degree (preferred) with a minimum of 3 years’ experience. An associate’s degree with a minimum of 5 years’ experience may be accepted in lieu of bachelor’s degree.
- Customer Centric (internal and/or external)
- Throughout employment in role, must be able to pass and maintain in good standing the necessary Operator Qualifications
- Skills/Abilities:Strong interpersonal, written and verbal skills.Strong decision making, analytical, problem solving and negotiating skills.Good computer skills including Microsoft Office products and CRM.
- Required Education:Bachelor’s Degree (preferred) with a minimum of 3 years’ experience. An associate’s degree with a minimum of 5 years’ experience may be accepted in lieu of bachelor’s degree.
- Experience/Training:3 years of customer service experience.Knowledge of RG&E tariffs, Shared Meter Law, rate structure, billing, collection policies, HEFPA and NYSPSC Rules and Regulations.Throughout employment in role, must be able to pass and maintain in good standing the necessary Operator Qualifications
- Good computer skills including Microsoft Office products and CRM.
- Knowledge of RG&E tariffs, Shared Meter Law, rate structure, billing, collection policies, HEFPA and NYSPSC Rules and Regulations.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
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Company
Overview
47 Billion
Assets Under Management
Total value of company assets across all operations.
3.3M+ Customers
Electric & Gas Users
Over 3.3 million customers served across New York and New England.
10.0 GW
Power Generation Capacity
Combined electricity output from owned and operated facilities.
- Born in 2015 from a merger with UIL Holdings, creating a national powerhouse from regional utilities.
- Headquartered in Orange, Connecticut, with operations in 24 U.S. states.
- Its utilities arm manages eight electric and natural gas systems.
- Projects include onshore wind, solar, biomass, thermal plants, and grid upgrades.
- Fully acquired by Iberdrola in late 2024, enhancing investment potential.
- Key ventures include the nation's largest offshore wind project and the Maine Power upgrade.
- Combines local legacy with large-scale clean energy ambition.
- Sustainable: We seek to be a model of inspiration for creating economic, social and environmental value in our communities and we act positively to affect local development, generate employment, and give back to the community.
- Agile: We act efficiently and with passion to drive innovation and continuous improvement at both the local and global level.
- Collaborative: We work together toward a common purpose and mutual benefit while valuing each other and our differences.
By 2030
Carbon Neutrality Target
The company aims to achieve carbon neutrality for Scopes 1 and 2.
9.3 GW
Emissions-Free Capacity
Installed capacity in wind and solar energy.
10 GW
Energy Goal
Target to generate 10 GW of emissions-free energy capacity by 2025.
70%
Emissions Reduction Goal
Aim to reduce emissions intensity by 70% by 2030 compared to 2015 levels.
- One of the country’s cleanest utilities.
- Compliance Leader Verification certification by Ethisphere Institute for third consecutive term.
2024
Forbes Recognition
Recognized as one of Forbes America’s Best Employers for Diversity in the 2024 ranking.
300M Spend
Supplier Diversity Goal
Aim to increase spend with certified diverse suppliers to $300 million by 2025, up from $195 million in 2022.
- DEI strategy focus areas: increasing diverse representation (especially in leadership), promoting equitable growth opportunities, establishing pathways for community and connection.
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