Analyst - Field Customer Service

Job Title: Analyst – Field Customer Service

Company: NYSEG

Location: Lancaster, Rochester, Binghamton, Brewster, Elmira,

Mechanicville, Lockport, Geneva, Auburn

Reports to (Title): Robert Papia

The base salary range for this position is $ 62,964 to $78,705, depending on experience.

Job Summary

Investigates metering and billing concerns that require in-depth analysis for resolution which includes High Bill, Shared Meter, Meter Mix-ups and Rate & Revenue investigations along with the Underground Residential Development (URD) facilitation. Performs research on CIS and scheduling of Union Employees to complete the necessary fieldwork.  Communicates with customers and property owners both verbally and with written correspondence. 

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 CIS, coordinates field inspections on 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. Investigate residential and nonresidential (up to 100kw) customer metering and billing concerns. Performs billing research on CIS and load studies through the scheduling of Union Employee at customers premise to compare billed consumption to connected load.  Oversees 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 CIS. Verifies or makes changes in CIS to ensure the correct billing rate and revenue designation as outlined in NYSEG’s tariffs. 

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

•            Performs Underground Residential Developments (URD) responsibilities:

1.           Work closely with the Field Planner throughout the project

2.           Act as point of contact for the developer during the project’s duration

3.           Track the progress of meter sets and reimburse for any refundable deposit

4.           Deal with project completions, extensions, and “calling-on” Letter Of Credit

5.           Act as a point of contact for banking institutions

•            Storm Response:  Assist with electric and gas emergencies as requested with a high acceptance rate

•            May assist with cross-departmental and Cross OPCO responsibilities under the Avangrid umbrella.

Required Qualifications

•            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.

•            Proficiency in Customer Service policy and procedures

•            Good working knowledge of CRMB.

•            Good working knowledge of NYSEG collections policy and procedure

•            Knowledge of NYSEG tariffs, NY Penal Law, Shared Meter Law, rate structure, billing, collection policies, HEFPA, and NYSPSC Rules and Regulations.

•            Good working knowledge of HVAC systems, building construction, plumbing, electrical wiring, and gas piping.

Competencies

•            Growth & Continuous Improvement

•            Initiative & Change

•            Focused on Results

•            Customer Centric (internal and/or External)

•            Communication

•            Collaboration

•            Leadership (people managers/leaders)

Disclaimer

AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual’s sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental