Customer Care Representative III

Iberdrola • Pittsfield, MA

1d • Onsite

About The Position

The Customer Care Representative III will provide quality customer service via phone, mail, email, or in person. This role involves responding to customer inquiries, updating customer account information in the Customer Information System, and performing other assigned duties. Key responsibilities include managing billing, service requests, determining eligibility for and establishing customers on the Residential Arrearage Management Program (RAMP) for debt forgiveness for eligible low-income gas customers, negotiating payment agreements, and handling credit and collection activities for delinquent accounts in compliance with Massachusetts Department of Public Utility (MDPU) regulatory guidelines, as well as federal and state laws. The position also requires maintaining customer confidentiality and ensuring familiarity with and adherence to all Berkshire Gas policies, standards, and procedures related to data security.

Requirements

• Effective verbal and written communication skills required
• Typing, PC, and Phone Skills needed
• Experience/knowledge in Microsoft Excel and Word applications is a -must
• Good organizational /analytical skills needed and ability to multi-task
• Two years customer service, billing or collections experience REQUIRED
• High school diploma or equivalent GED

Nice To Haves

• Bilingual in Spanish a plus

Responsibilities

• Answer and respond to customer calls with maximum productivity, a high quality of customer service, and adhere to departmental policies and procedures
• Work to resolve pending credit and collection activity on customer accounts and negotiate payment plans in accordance with state/federal regulatory laws and guidelines
• Process customer service-related requests to establish or discontinue gas service
• Complete all tasks related to the Residential Arrearage Management Program (RAMP) to include determination of customer eligibility/qualifications, calculation of forgiveness benefit / monthly credit amounts, calculation of customer’s payment amount and completion of program enrollment processing
• Perform ancillary work assignments as they relate to payment processing/ security deposits, billing, and Collections
• Adhere to department work schedule and complete all assigned tasks in timely manner
• Respond to internal / departmental requests (i.e., Rental Department, Dispatch, Community Action etc.) in a timely manner and with the same high-quality standard of customer service that is provided to external customers

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED