Analyst - Customer Advocate

Iberdrola España; City of Hornell (NY); On-site; USD 64,000 - 81,000; Full time

Job summary

A leading company in the energy sector is seeking an Analyst - Customer Advocate in Hornell, NY. The role involves assisting customers with payment issues and compliance, liaising with social services, and managing critical customer programs. Candidates should have strong communication skills and relevant educational background or experience. This position is on-site, emphasizing customer advocacy and regulatory compliance.

Qualifications

• Bachelor’s degree preferred; Associates Degree with 3 years relevant experience or High School/GED with 5 years relevant experience required.

Responsibilities

• Assist residential customers with special needs; ensure compliance with HEFPA.
• Liaise with Department of Social Services and conduct outreach regarding programs.
• Administer Critical Customer Program and provide training for field employees.

Skills

Strong communication skills

Effective problem-solving

Organizational skills

Strong analytical ability

PC skills, including MS Office Suite

Education

Bachelor’s degree preferred

Associates Degree with 3 years experience

High School/GED with 5 years experience

Job description

Analyst - Customer Advocate page is loaded

Analyst - Customer Advocate

Solicitar locations Estados Unidos, Nueva York, Geneva NY - Hornell NY - Auburn posted on Publicado hace 2 días time left to apply Fecha final: 7 de julio de 2025 (Quedan 28 días para realizar la solicitud) job requisition id R-19072

Position Information:

Locations: Geneva, NY; Auburn, NY or Hornell, NY

Salary: $64,500 - $80,600

Schedule: On Site - Office / Field

Job Description

Responsible for assisting customers who are unable to pay their bills; ensuring field compliance with HEFPA (Home Energy Fair Practices Act); 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 Department of Social Service (DSS); Ensure compliance with HEFPA. (40%)

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

3. Liaison with Department of Social Services and other human service agencies to inform them of NYSEGs 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%)

Requirements

• Bachelor’s degree preferred.
• Associates 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 to achieve results
• Be agile
• Communication and influence
• Business global view
• Flexibility and globalization
• Initiative
• Innovation and inventiveness
• People development
• Results achievement and continuous improvement
• Teamwork
• Team management
• Customer orientation

#LI-Onsite; #LI-CH1

Company:

NY STATE ELECTRIC & GAS CORP

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July-7-2025