Customer Service Associate - Hybrid

PPL Corporation•Cumberland, RI

14h•Hybrid

About The Position

Rhode Island Energy is hiring an entry-level Customer Service Associate to handle gas and electric customer transactions. The associate responds to customers, electricians, and contractors through phone, email, chat, and other channels, following established quality and performance metrics. The role includes both customer-facing and back-office work, such as processing account transactions, initiating and updating work requests, clearing inspections, scheduling meter installations, managing account maintenance, and supporting payment options. Associates may have the opportunity to progress to higher skill levels when positions become available and after exceeding the company's Quality & Performance Metrics for at least six months. Progression is not automatic. The role also responds to storm and emergency events, including outages and service interruptions, and requires successful completion of federal DOT drug testing.

Requirements

High school diploma or equivalent.
Ability to communicate courteously, professionally, and effectively with customers while handling complaints, adjustments, or service problems.
Ability to perform duties with speed, efficiency, and accuracy.
Ability to understand verbal and written instructions, procedures, and methods related to job functions.
Ability to multitask, prioritize, and manage time effectively.
Successful completion of federal DOT drug testing is required.

Nice To Haves

At least one year of previous customer service experience is a plus.

Responsibilities

Respond to customer, electrician, and contractor inquiries through phone, email, chat, and other channels in accordance with established performance and quality metrics.
Initiate and update work requests for electrical work and non-electrical work requiring a service shutdown.
Clear inspections from wire inspectors.
Resolve customer problems by clarifying complaints, determining causes, selecting and expediting solutions, and following up to ensure questions are resolved.
Use platforms designed to support customer account transactions and interactions.
Perform back-office customer service responsibilities.
Respond to storm and emergency events, including outages and service interruptions.
Respond promptly and professionally to simple customer calls and inquiries, including trouble calls, Pay Assist/Collection, simple electric service requests, and transfer service.
Intake calls from electricians and contractors and create work requests for electrical work or non-electrical work requiring a service shutdown.
Schedule meter installations and remove or install locks and seals.
Perform general account maintenance and data entry.
Complete requirements related to starting and finalizing accounts.
Process Budget Billing, Autopay, and other payment transactions, and promote self-service paperless options.
Triage and appropriately escalate customer issues for resolution.
Maintain current knowledge of customer-related processes, services, and programs.
Establish and maintain rapport with customers by using positive language and anticipating their needs.
Perform other related duties as assigned.