Analyst - Customer Advocate

Job Title: Analyst - Customer Advocate

Company: NY State Electric & Gas

Reports to: Supervisor - Credit & Collections

Department/Organization: Customer Advocate - NYSEG and RGE B

Location: Brewster, NY

The base salary range for this position is $62,964 to $78,705 and is dependent upon experience.

Job Summary

Responsible for assisting customers who are unable to pay their bills; ensuring field compliance with HEFPA; administering the critical customer program; serving as liaison with local Depts. of Social

Services and other agencies; assisting in the promotion of the Company’s low-income program; handling at-risk customers during emergencies. Conducts outreach with customers and/or agencies regarding company programs and services. May conduct annual training on cold weather and HEFPA-related policies.

1. Counsel and assist residential customers with special needs who are unable to pay their utility bills including administration of 3596 referrals to the Department of Social Service (DSS); Ensure compliance with HEFPA. (40%)

2. Administration of 2338 (Elderly/Blind/Disabled) Referrals to DSS. (15%)

3. Liaison with the Department of Social Services and other human service agencies to inform them of NYSEG programs and policies and to obtain assistance for customers faced with disconnection of service. (15%)

4. Conduct outreach to agencies and/or customers explaining company services and programs. (15%)

5. Administer Critical Customer Program; handle life support customers and other special needs customers during emergencies. (10%)

6. Oversee Dormant Review and provide Cold Weather and HEAP training for field employees. (5%)

Skills and Requirements Skills and Requirements
- Bachelor’s degree preferred.
- Associate degree with a minimum of 3 years relevant experience or High School/GED with a minimum of 5 years relevant experience required.

Skills/Abilities:

- Strong communication skills.
- Effective problem-solving and organizational skills.
- Strong analytical ability.
- Able to multi-task.
- PC skills, including MS Office Suite.
- Competencies_
- Develop Self & Others
- Empower to grow
- Collaborate and Share
- Be a role model
- Focus on achieving results
- Be agile
- Business global view
- Communication and influence
- Flexibility and globalization
- Initiative
- Innovation and inventiveness
- People development
- Results achievement and continuous improvement
- Teamwork
- Team management
- Customer orientation

Mobility Information

Job Posting End Date: