Consumer Advocate

natgridProd • City of Syracuse, NY

3d • $68,000 - $79,000 • Onsite

About The Position

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Requirements

• 3+ years of customer service experience
• 3–6 years of experience influencing outcomes using data and business cases

Nice To Haves

• Bachelor’s degree preferred

Responsibilities

• Manage and prioritize customer referrals from multiple sources (email, vendors, call center, field) in compliance with policies.
• Act as liaison to resolve escalated customer cases, including after-hours support.
• Provide one-on-one assistance for billing, payments, payment agreements, outage preparation, energy efficiency, and protection certifications.
• Attend outreach events and meet customers in their communities to provide support and education – may involve occasional nights and weekends.
• Build and maintain relationships with internal teams and external agencies to share information and promote assistance programs.
• Present to consumer groups and customers to increase awareness of programs and services.
• Develop and distribute training materials, brochures, and documentation for customers, agencies and colleagues.
• Continuously enhance technical and professional skills in Consumer Advocacy.

Benefits

• This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level