Lead Analyst - Field Customer Service

Department: Customer Service

Job Title: Lead analyst – Field Customer Service

Location: Rochester, NY

Work Model: Office

The salary range for this position is dependent upon experience, ranging from $79,680.00 to $99,600.00.

What We Offer:

• Competitive benefits and growth opportunities

• Generous performance‑based bonuses

• 12% 401(k) match

• Comprehensive health, dental, and vision insurance

• Tuition reimbursement

• Professional development and clear career‑advancement pathways

For more information, please visit: Benefits - Avangrid

Job Summary

Investigates metering and billing concerns which require field activity for resolution. Performs research on CRM and at the customer’s premise. Communicates with customers and property owners both verbally and with written correspondence. Field activity includes High Bill, Shared Meter, Meter Mix-ups and Rate and Revenue investigations.

Key Responsibilities

• Performs Shared Meter investigations. Investigates residential customer premises of suspected shared meter situations in compliance with NYS Shared Meter Law. Performs billing research on CRM, inspects electrical, gas piping, and HVAC equipment of the property in question. Prepares estimates of shared consumption. Provides written documentation to all involved parties and performs required follow-up.

• Performs High Bill investigations. Investigates residential and nonresidential (up to 100kw) customer metering and billing concerns. Performs billing research on CRM and load studies at customers premise to compare billed consumption to connected load. Performs field evaluations of gas and electric meter accuracy. Verifies accuracy of billing. Provides consumer education regarding billing and energy usage.

• Performs Rate and Revenue investigations on residential and nonresidential accounts (up to 100 kw). Reviews account consumption, service classification, service application and other relevant information on CRM. Verifies or makes changes in CRM to ensure the correct billing rate and revenue designation as outlined in RG&Es tariffs. Performs site inspections as required.

• Performs Meter Mix-up investigations. Performs research on CRM, performs field investigation to determine meter locations and service designations. Communicates findings with all affected parties. Calculates billing adjustments and ensures all necessary changes are made in CRM.

• Performs Non-Registering Meter investigations. Performs research on CRM and field investigation for meters that are reported not registering consumption. Determines required action to remove, replace, or turn-off meters. Communicates with customers and ensures follow-up on customer account. Assists with gas and electric emergencies as requested.

• Performs Meter Tamper and Energy Theft investigations. Investigates customer premises of suspected meter tamper and energy theft situations in compliance with NYS Penal Law, NYSPSC Regulations and company tariffs. Inspects electrical, gas piping, and associated equipment of the property in question. Prepares estimates of energy fraudulently consumed. Creates and maintains case files and pursues appropriate remedies for the recovery of the company’s asset.

• Performs Fraud investigations. Investigates residential and nonresidential customer reports of fraud related to but not limited to: application for utility service.  Performs research in CRM and other available sources to determine the validity of the application. Provides written documentation to all involved parties and performs required follow-up.

• May assist in AMI initiatives, RGE scheduling and key deployment.

• Storm Role – Wires Down Branch Director.

Required Qualifications

• Skills/Abilities:

  • Strong interpersonal, written and verbal skills.

  • Strong decision making, analytical, problem solving and negotiating skills.

  • Good computer skills including Microsoft Office products and CRM.

• Experience/Training:

  • 3 years of customer service experience.

  • Knowledge of RG&E tariffs, Shared Meter Law, rate structure, billing, collection policies, HEFPA and NYSPSC Rules and Regulations.

  • Throughout employment in role, must be able to pass and maintain in