Analyst - Customer Advocate

Ny State Electric & Gas Corp; City of Hornell (NY); On-site; USD 64,000 - 81,000; Full time

Job summary

A leading company in utilities is seeking an Analyst - Customer Advocate to assist customers experiencing difficulties in paying their bills. This role entails ensuring compliance with relevant regulations and promoting low-income programs, among various outreach tasks. Candidates should possess strong communication skills and a related degree, showcasing an eagerness to support at-risk customers during emergencies.

Qualifications

• Preferred Bachelor's degree; Associates with 3 years or High School with 5 years experience required.
• Strong skills in communication, problem-solving, and organization necessary.

Responsibilities

• Assist customers unable to pay bills, ensuring compliance with HEFPA.
• Conduct outreach regarding NYSEG programs and serve as liaison with SS agencies.

Skills

Strong communication skills

Effective problem-solving skills

Strong analytical ability

Multi-tasking ability

PC skills, including MS Office Suite

Education

Bachelor’s degree

Associates Degree or High School/GED with relevant experience

Job description

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Position Information

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

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.

• 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%)
• Administration of 2338 (Elderly/Blind/Disabled) Referrals to DSS. (15%)
• 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%)
• Conduct outreach to agencies and/or customers explaining company services and programs. (15%)
• Administer Critical Customer Program; handle life support customers and other special needs customers during emergencies. (10%)
• 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
  
  

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Company

NY STATE ELECTRIC & GAS CORP

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 to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at [e-mail].

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

Job Posting End Date

July-7-2025

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Utilities

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