Customer Care Representative III

Iberdrola • Pittsfield, MA

19h • Onsite

About The Position

This position is responsible for providing quality customer service via phone, mail, email, or in person. The role involves responding to customer inquiries, updating customer account information in the Customer Information System, and performing other assigned tasks. Key responsibilities include functions related to billing, service requests, evaluating customer eligibility for and establishing them in the Residential Arrearage Management Program (RAMP) to provide debt forgiveness to eligible low-income gas customers, negotiating payment agreements, and managing credit and collection activities for delinquent accounts in adherence with Massachusetts Department of Public Utility (MDPU) regulatory guidelines, along with federal and state laws. The role also requires maintaining customer confidentiality and ensuring familiarity with and compliance 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 adherence 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 a 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
• Number of Employees: 5,001-10,000 employees