Bilingual Utilities Billing Coordinator & Customer Advocate

PTR Global; Providence (RI); On-site; USD 41,000 - 45,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401K contributions

Paid time off

Job summary

RI Energy in Providence, RI seeks a Bilingual Billing Coordinator – Utilities to support income-eligible customers with billing, payments, and program enrollment. The role emphasizes coordinating with LIHEAP, external agencies, and internal teams while advocating for customers’ needs.

The position focuses on delivering tailored solutions, building stakeholder relationships, and informing program design to improve service for low-income customers. Travel to customer sites is expected.

Qualifications

• Bilingual speaker required/Spanish preferred.
• Bachelor’s degree preferred and 3 plus years of-related customer advocacy experience.
• Demonstrated success in a customer service setting, ideally in a position focused on working with low-income customers.
• Knowledge and experience with CSS, customer account management, financial structures, energy management, information systems management, document management.
• Knowledge of social service support programs available to the income-eligible community, and ability to communicate complex program offerings to a diverse community.
• Knowledge of RI Energy’s business operations, policies and practices and relevant industry standards and legislation.
• Proficient in Microsoft Office products (Excel, Word, PowerPoint, Access).
• Understanding of fundamental low-income program concepts desirable.

Responsibilities

• Work with customers one on one for billing-payments, negotiating payment agreements, LIHEAP, outage preparation, protections certification, energy efficiency support.
• Develop relationships with internal and external stakeholders to obtain and share information on social care opportunities and developments.
• Identify and act on new external channels to engage income-eligible customers and drive awareness of programs.
• Develop relationships with external agencies and organizations to become the go-to resource for RI Energy.
• Manage and prioritize referrals from email, vendors, call center, and field.
• Develop and manage tailored responses for special cases.
• Collaborate with internal and external parties to understand requirements and deliver customized solutions.
• Act as the voice of income-eligible customers to inform RI Energy program design.
• Represent RI Energy in community outreach settings, including Expos.
• Ensure processes and procedures comply with RI Energy policies and regulations.
• Develop training material, brochures and documentation for customers and colleagues.
• Grow skills within customer advocacy and share best practices.

Skills

Bilingual speaker

Customer advocacy experience

Education

Bachelor’s degree preferred

Tools

CSS

Customer account management

Financial structures

Energy management

Information systems management

Document management

Job description

RI Energy in Providence, RI seeks a Bilingual Billing Coordinator – Utilities to support income-eligible customers with billing, payments, and program enrollment. The role emphasizes coordinating with LIHEAP, external agencies, and internal teams while advocating for customers’ needs.

The position focuses on delivering tailored solutions, building stakeholder relationships, and informing program design to improve service for low-income customers. Travel to customer sites is expected.