Customer Advocate EE

PPL Corporation•Johnston, RI

10d

About The Position

Rhode Island Energy is seeking a Customer Advocate to work directly with its most vulnerable customers and the external support agencies and advocacy groups that serve them. The role focuses on improving customers’ lives by increasing awareness of, enrollment in, and engagement with programs and tools that help income-eligible customers manage energy costs. The Customer Advocate also represents these customers’ interests, perspectives, and needs within the organization as Rhode Island Energy develops strategies, programs, and offers for the income-eligible community. The position provides individualized support on billing, payments, payment agreements, LIHEAP, outage preparation, protections certification, and energy efficiency. It also involves coordinating referrals, developing relationships with internal and external stakeholders, conducting community outreach, and using insights from customer and community interactions to inform program design. The role prepares training and informational materials and ensures work follows company policies and applicable legislation and regulations.

Requirements

High school diploma or GED.
At least 1 year of related customer advocacy experience.
Demonstrated success in a customer-service environment, preferably supporting low-income or income-eligible customers.
Knowledge of, experience with, or ability to quickly learn customer information systems, including CSS, customer account management, financial structures, energy management, information systems management, and document management.
Knowledge of, experience with, or ability to quickly learn social-service and assistance programs available to income-eligible communities.
Ability to clearly communicate complex programs and services to diverse customer populations.
Proficiency with Microsoft Office, including Excel, Word, PowerPoint, and Access.

Nice To Haves

Bachelor’s degree.
Bilingual in English and Spanish.
Knowledge of Rhode Island Energy’s business operations, policies, and practices.
Knowledge of relevant industry practices and legislation.
Understanding of fundamental low-income assistance program concepts.

Responsibilities

Work one-on-one with customers on billing, payments, negotiating payment agreements, LIHEAP, outage preparation, protections certification, and energy-efficiency support.
Develop relationships with internal and external stakeholders to exchange information about social-care opportunities and developments, provide technical advice, and build influence.
Identify and use new external channels to engage income-eligible customers and increase awareness of and participation in relevant company programs.
Build relationships with external agencies and organizations, becoming their go-to resource for Rhode Island Energy information and helping them engage and refer low-income constituents.
Manage and prioritize referrals from email, vendors, the call center, field teams, and other internal communications in accordance with policies.
Develop and manage tailored approaches for special cases, including customers with special needs.
Manage day-to-day relationships with internal parties and external agencies to understand requirements and deliver appropriate customized solutions and advice in line with company policies and processes.
Collect and analyze input from customer interactions and community engagement to represent income-eligible customers and inform the design of programs and offerings.
Represent Rhode Island Energy at community outreach events likely to be attended by income-eligible customers, including periodic Energy Expositions.
Ensure processes, practices, and procedures comply with Rhode Island Energy policies, legislation, and regulations.
Develop, distribute, and prepare training materials, brochures, and supporting documentation for customers and internal colleagues.
Continue developing technical and professional customer-advocacy skills and apply relevant peer-group best practices.
Perform other duties as assigned.
Comply with all policies and standards.