Customer Care Representative III

Job Info

POSITION - Union: Customer Care Representative III

NUMBER OF OPEN POSITIONS: 1

LOCATION: BGC – MA - Pittsfield

SHIFT: 8:30AM-5:00PM

STARTING PAY: $25.55

RESPONSIBILITIES

Provide quality customer service by phone, mail, email, or in person. 

Respond to customer inquiries, update customer account information in Customer Information System, and complete 
other work as assigned. Perform functions related to billing, service requests, evaluation of customer eligibility for and  establishment on the Residential Arrearage Management Program (RAMP) to provide debt forgiveness to eligible low- income gas customers, negotiate payment agreements and complete activities related to credit and collection of  delinquent accounts in adherence with Massachusetts Department of Public Utility (MDPU) regulatory guidelines, along  with federal and state laws. 

Maintain customer confidentiality and ensure familiarity with and compliance to all Berkshire Gas policies, standards,  and procedures related to data security. 

1. Answer and respond to customer calls with maximum productivity, a high quality of customer service, and adhere to  departmental policies and procedures 

2. Work to resolve pending credit and collection activity on customer accounts and negotiate payment plans 

in accordance with state/federal regulatory laws and guidelines 

3. Process customer service-related requests to establish or discontinue gas service 

4. 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 

5. Perform ancillary work assignments as they relate to payment processing/ security deposits, billing, and Collections 

6. Adhere to department work schedule and complete all assigned tasks in timely manner 

7. 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 

SKILLS AND 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 

• Bilingual in Spanish a plus 

  

EXPERIENCE / TRAINING:

• Two years customer service, billing or collections experience 

REQUIRED EDUCATION

• High school diploma or equivalent GED 

Company:

THE BERKSHIRE GAS COMPANY

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements t