Credit and Collections Specialist

Vermont Gas Systems Inc•South Burlington, VT

About The Position

The Credit and Collections Specialist provides VGS’s 56,000 customers with high quality, effective and efficient service regarding their natural gas service. This position is primarily responsible for collection of delinquent bills and helping customers find solutions to maintain their gas service. They answer incoming phone calls and emails, proactively reach out to customers, and work on projects to improve the customer experience. A typical day might also include visits to customer homes to complete the collections process, working with community partners, and leveraging technology to improve processes. The best Collectors are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to them and they are confident at troubleshooting or investigating if they do not have enough information. They ensure excellent service standards, solicit customer feedback, and work to maintain high customer satisfaction.

Requirements

Ability to flourish in a fast-paced, highly collaborative environment that requires flexibility, constant prioritization and organization. Adapts easily to changing needs of our customers and work environment.
Clear and effective communicator, both verbal and written. A responsive listener, and an efficient collaborator in a way that builds excellent relationships internally and externally.
Possesses a friendly and positive attitude.
Ability to analyze and problem solve with provided information to resolve customer situations and meet/exceed customers’ expectations.
High degree of attention to detail, confidentiality, and accuracy.
Ability to follow regulatory guidelines and departmental policies. Must understand and be able to explain VGS tariff and regulatory rules in a customer friendly way.
Ability to use strong math and analytical skills to analyze bill and usage information, run reports, and develop appropriate budget & payment strategies.
Excellent technology skills – must have working knowledge of Microsoft Office products and the ability to learn new technology systems.
Strong interpersonal skills and ability to work within a team environment.
Reliable and have a strong work ethic. A self-starter.
Ability to use a large wrench to shut off meters using minimal to significant force.
Ability to calmly handle potential conflict situations when making collections.
A high school diploma or GED.
Previous call center, collections, or customer service experience

Responsibilities

Provides high quality customer service: asks questions, understands concerns, works with challenging customers, and develops creative, effective solutions for customer’s issues, complaints or concerns.
Delivers valuable, effective, and efficient service to customers regarding their accounts, including initiating gas and appliance service or other energy-related activities, by phone, in person, written or via electronic means.
Recognizes and communicates to customers when eligible for available programs, such as the low-income discount. Sets up accounts appropriately as needed.
Analyzes usage, billing, budgets, service, and energy information to provide accurate response to inquiries including understanding and explaining regulatory rules and fee structures in a responsible and customer-friendly manner.
Responds to all customer inquiries regarding bills, service, marketing, energy efficiency, rates, and other related matters.
Schedules service and meter work requests with dispatch to ensure timely completion.
Promotes energy efficiency programs, marketing, service programs, and other relevant programs to customers.
Manages the delinquent account process including mailing disconnect notices, contacting customers with delinquent accounts to collect payment or make payment arrangements, and determining when appropriate to have gas discontinued due to non-payment or written off to the collection agency.
On the road collections include collection of delinquent dollars, delivering notices of potential discontinuation of service, disconnection of service for non-payment, delivering tenant letters, investigating meter reads and completing CGI (Can’t Get In) turn offs.
Supports processing fuel assistance dollars and determining end of year refunds.
Oversees LIAP program for discount and eligibility requirements in accordance with PUC regulatory requirements.
Works with DPS and PUC to achieve satisfactory resolution of customer issues.
Plays a leadership role in communication with customer care team including presentations when necessary, training others, and tracking required information.
Maintains set telephone service productivity measures.
Continuously evaluates, identifies, and works to implement opportunities to drive process improvements that positively impact the customer experience.
Other duties as required or requested.