Coordinator II

PTR Global; Providence (RI); Presencial; USD 41.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, vision benefits

401K contributions

Paid time off

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Bilingual speaker

Customer advocacy experience

Educación

Bachelor’s degree preferred

Herramientas

CSS

Customer account management

Financial structures

Energy management

Information systems management

Document management

Descripción del empleo

Bilingual Billing Coordinator – Utilities

Location: Providence Rhode Island 02907
Contract duration: 12 months
Pay Rate: $30- $33 on W2

Job Description:

About the Position:

• As a Coordinator, candidates will work directly with RI Energy’s most vulnerable customers and the various external support agencies and advocacy groups that support them.
• Candidates’ mission will be to improve the lives of these customers through driving awareness of, enrollment in, and engagement around the various tools RI Energy has in place to help income-eligible customers manage the affordability and volatility of their monthly energy spend.
• Candidates will also serve as the voice of these customers internally within RI Energy, representing their interests, perspectives and needs as the organization continues to develop its strategies and approaches to better serving income-eligible customers and the programs and offers client put in place to do so.

Position Responsibilities (including but not limited to):

• Work with customers one on one for billing-payments, negotiating payment agreements, Low Income Heating Assistance Program (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, as well as provide technical advice and build bases of influence.
• Identify and act on new external channels through which to engage income-eligible customers and drive awareness of and participation in relevant Company programs
• Develop relationships with relevant external agencies and organizations, establishing candidates’ role as these external groups’ ‘go to’ resource for all things RI Energy, and empowering them to better engage and refer their low-income constituents on client’s behalf.
• Manage and prioritize referrals from email, vendors, call center, field and other internal communications in line with policies.
• Develop and manage the approach to special cases (e.g. customers with special needs) ensuring a tailored and effective response in line with expectations.
• Manage the day-to-day relationship with relevant internal parties and external agencies and bodies to understand requirements, deliver appropriate, customized solutions and advice, and build cross-functional working in line with RI Energy policies and processes.
• Through collecting and analyzing input from candidates’ customer interactions and community engagement, serve as the ‘voice’ of client’s income-eligible customers in helping to inform and influence the design of RI Energy programs and offerings targeted towards the income-eligible community.
• Serve as the public face of RI Energy in various community outreach settings likely to be attended by income-eligible customers, including periodic Customer Assistance Expos (“Expos”).
• Ensure processes, practices and procedures are followed are in line with RI Energy policies and compliant with legislation and regulations.
• Develop, distribute and prepare training material, brochures and supporting documentation to relevant customers and internal colleagues.
• Build upon technical/professional skills within customer advocacy to continually grow candidates’ personal contribution to the business.
• Develop and utilize peer group network to absorb and apply technical/professional best practice within the customer and social care arena.
• Be the expert source of knowledge on the Customer Advocate team and support team members.

Qualifications:

Knowledge and Experience Required:

• 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 (or the demonstrated ability to learn quickly about) one or more areas of the Company’s customer information systems including CSS, customer account management, financial structures, energy management, information systems management, document management.
• Knowledge and experience with (or the demonstrated ability to learn quickly about) various forms of social service support programs available to the income-eligible community, and a demonstrated history of communicating complex program offerings to a diverse community of potential participants.
• Knowledge of RI Energy’s business operations, Company policies and practices.
• Knowledge of relevant industry practice and legislation.
• Proficient in Microsoft Office products (Excel, Word, PowerPoint, Access).
• Understanding of fundamental low-income program concepts desirable.

Capability Requirements:

• Impact and Influence (1): Uses direct persuasion to influence others, using basic data, logic or a solid business case to help generate the best outcomes for consumers.
• Customer Orientation (2): Takes personal responsibility for correcting problems promptly and communicates customer expectations to monitor delivery and satisfaction for those most in need.
• Attention to Detail (3): Monitors quality of how customers are supported, checks to ensure procedures are followed.
• Conflict Management (4): De-escalates emotional situation through emotional intelligence, conflict resolution, and active listening.

Call outs:

• The worker will not be reporting to an office location but will instead travel to customer sites on a day-to-day basis.

Pay Range: $XXX - $XXX

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.