Analyst - Customer Advocate

Iberdrola-posted 4 days ago
$64,538 - $80,673/Yr
Full-time • Mid Level
Onsite • New, KY
5,001-10,000 employees
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Responsible for assisting customers who are unable to pay their bills; ensuring field compliance with HEFPA; administering the critical customer program; serving as liaison with local Depts. of Social Services and other agencies; assisting in the promotion of the Companys low-income program; handling at-risk customers during emergencies. Conducts outreach with customers and/or agencies regarding company programs and services. May conduct annual training on cold weather and HEFPA related policies.

  • Counsel and assist residential customers with special needs who are unable to pay their utility bills including administration of 3596 referrals to Department of Social Service (DSS); Ensure compliance with HEFPA.
  • Administration of 2338 (Elderly/Blind/Disabled) Referrals to DSS.
  • Liaison with Department of Social Services and other human service agencies to inform them of NYSEGs programs and policies and to obtain assistance for customers faced with disconnection of service.
  • Conduct outreach to agencies and/or customers explaining company services and programs.
  • Administer Critical Customer Program; handle life support customers and other special needs customers during emergencies.
  • Oversee Dormant Review and provide Cold Weather and HEAP training for field employees.
  • Associates Degree with a minimum of 3 years relevant experience or High School/GED with a minimum of 5 years relevant experience required.
  • Strong communication skills.
  • Effective problem-solving and organizational skills.
  • Strong analytical ability.
  • Able to multi-task.
  • PC skills, including MS Office Suite.
  • Bachelors Degree
  • Delivering for the Business: Global view of the Business - Competent
  • Achieving Results and Continuous Improvements - Competent
  • Initiative - Competent
  • Innovation & Creativity - Competent
  • Global Relationships: Flexibility & Globalization - Competent
  • Customer Focus - Advanced
  • Communicating & Influencing - Expert
  • Team Work - Competent
  • Managing People: Team Management - Competent
  • Developing Others - Initial
  • Competencies Growth & Continuous Improvement
  • Initiative & Change Focused on Results
  • Customer Centric (internal and/or external)
  • Communication
  • Collaboration
  • Leadership (people managers/leaders)
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