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Lead Analyst - Field Customer Service
Scottish Power
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
5,750 across the UK Employees
Service Specialisms
Construction
Operation & Maintenance
Retail
Sector Specialisms
Power Grid
Renewables
Energy Retail
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.
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Training + DevelopmentInformation not given or found
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Company
Overview
£9.5 billion
Annual Revenue 2023
Generated through operations in energy networks, renewables, and retail and wholesale energy services.
£8.4 billion
Annual Revenue 2022
Reflects the company's performance across various energy-related business units.
13.1%
Year-On-Year Growth
Increase in annual revenue from 2022 to 2023.
- Operates in electricity generation, transmission, and distribution and specialises in renewable energy, particularly onshore and offshore wind farms, and manages the transmission and distribution networks in South and Central Scotland, as well as parts of North Wales and North West England.
- Provides electricity and gas to residential, commercial, and industrial customers across the UK, offering services such as smart metering, energy efficiency advice, and home services like boiler care and maintenance.
- Has three main divisions: Energy Networks, Renewables, and Energy Retail and Wholesale.
- *SUSTAINABLE ENERGY:* Emphasises pioneering renewable energy, creating economic, social, and environmental value, with a commitment to safety, environmental respect, and ethical, rational, responsible actions.
- *INTEGRATING FORCE:* Acts as a dynamic and responsible force for change, fostering collaboration, sharing knowledge, encouraging diversity, and growing talent to achieve common goals.
- *DRIVING FORCE:* Focuses on bringing about efficient change by challenging processes, innovating for continuous improvement, and anticipating customer needs.
2040 Target
Net Zero Commitment
Committed to achieving net zero emissions by 2040.
100% Renewable
Clean Energy Production
All electricity generated from UK windfarms, ensuring a sustainable energy supply.
1,157 Turbines
Wind Energy Network
Operates a network of 1,157 turbines across onshore windfarms, contributing to significant renewable energy generation.
38 Windfarms
Energy Infrastructure
Maintains 38 onshore windfarm sites, supporting the transition to clean energy.
- ScottishPower is a leader in renewable energy.
- Enough electricity to power over 1.2 million homes, nearly half the homes in Scotland.
- Capacity to generate 1,948 MW of electricity.
35% Women Target
% of senior management roles
Target for women in senior management roles by 2030.
32% Female Representation
% in senior management
Increase in female representation in senior management from 26% in 2021 to 32% in 2022.
- Collaborates with several recognised organisations to enhance its commitment to diversity and inclusion, such as the Business Disability Forum, The Armed Forces Covenant, Carers UK, ENABLE Scotland, and POWERful Women. It holds the highest level of accreditation of the Armed Forces Covenant (Gold Status) and received the Inclusive Workplace Award from the Scottish Union of Supported Employment for two consecutive years.
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