Customer Care Representative Trainee - Bilingual

Iberdrola; Orange, Northern (CT, KY); Hybrid; USD 41,000 - 44,000; Full time

Job summary

The Southern Connecticut Gas Company, part of Avangrid, is seeking a Union - Customer Care Representative Trainee (Bilingual) in Orange, CT to respond to customer inquiries, handle billing questions, and coordinate service needs. This role emphasizes bilingual communication and strong customer service within a union environment.

Responsibilities include assisting with collections, account adjustments, and service orders, with outbound follow-ups as needed.

Qualifications

• Minimum two years of experience as a Customer Care Representative Trainee.
• Fluent in Spanish and English (reading, writing, speaking).
• Pass language aptitude test.
• Exceptional customer service skills (written and oral).
• Effective listening and problem solving.
• Proficient with company CRM / information system.
• Knowledge of rates, policies, practices, and procedures.
• Able to work flexible hours.

Responsibilities

• Respond to customer inquiries by phone or written communication per policies.
• Assist with credit and collection issues and make arrangements.
• Make changes or adjustments to customer accounts as requested.
• Initiate service orders for emergencies and other service needs.
• Make outbound calls to resolve inquiries or collections.
• Provide accurate information to other departments to resolve concerns.

Skills

Bilingual (English/Spanish)

Customer service

Problem solving

Language aptitude test

CRM / customer information system

Rates, policies knowledge

Flexible schedule

Tools

CRM system

Job description

**POSITION: Union -** Customer Care Representative Trainee (Bilingual)**NUMBER OF OPEN POSITIONS:** 2**LOCATION:** CT - Orange - 60 Marsh Hill Rd**HOURLY RATE:** $30.86**Job Description Summary**Respond to customer service inquiries including general billing questions, bill analysis, applications for service, service notifications, emergencies, payment options, collections matters, etc.**Key Responsibilities*** Respond to all customer inquiries (telephone or written) regarding billing, service, following established policies and procedures, and providing exceptional customer service.* Assist customers concerning credit and collection issues, and make arrangements according to guidelines* Make requested changes or adjustments to customer accounts.* Initiate service orders to respond to customer emergencies and other service work needs.* Make outbound calls to resolve customer inquiries or follow up on collections issues.* Provide accurate information to appropriate departments to efficiently resolve customer concerns. **Required Qualifications*** Minimum two years of experience as a Customer Care Representative Trainee.* Must be fluent in Spanish and English in reading, writing, and verbal communication skills. Must pass Company language aptitude test.* Proven exceptional customer service skills, including written and oral communication skills.* Effective listening and problem-solving skills.* Proficient using company customer information system.* Knowledge of company rates, policies, practices, and procedures.* Ability to work a flexible schedule as needed.**Competencies*** Be a role model* Be agile* Collaborate and Share* Develop Self & Others* Empower to grow* Focus to achieve results**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. **Company:**THE SOUTHERN CONNECTICUT GAS COMPANY**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] 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.Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management.