Energy Customer Care Specialist

PPL Corporation; Attleboro (MA); On-site; USD 35,000 - 45,000; Full time

Job summary

Rhode Island Energy, part of the PPL Corporation family, is hiring for an entry-level role that handles gas and electric customer transactions. The position offers exposure to diverse customer service tasks and the opportunity to progress to higher skill levels after meeting performance metrics.

As part of the team, you will respond to customer inquiries across multiple channels, initiate service work requests, and assist with account maintenance and payments.

Qualifications

• High School diploma or equivalent required.
• Strong communication and customer service skills.
• 1+ years of customer service experience is a plus.
• Ability to multitask, prioritize, and manage time effectively.
• DOT drug testing is required.

Responsibilities

• Respond to customer, electrician and contractor calls in accordance with established performance and quality metrics both verbal and written via multiple channels (phone, email, chat, etc.)
• Initiate work requests for electrical work or non-electrical work that requires a service shutdown, provide updates to work requests and clear inspections from wire inspectors
• Resolve problems by clarifying the customer complaint, determining the cause of the problem, selecting the best solution to the problem, expediting corrections, and follow-up to ensure customer questions are resolved
• Proficient in all platforms designed to support customer account transactions and interactions
• Perform and be proficient in back-office customer service work responsibilities
• Respond to storm/emergency events – outages and service interruptions
• Respond promptly and professionally to simple customer calls and inquiries
• Intake calls from electricians/contractors, create work requests for electrical work or for non-electric work that requires service shutdown
• Clear inspections from Wire inspectors
• Schedule meter installs, remove/install locks & seals
• Perform general simple account maintenance and data entry
• Complete necessary requirements related to start accounts and final accounts
• Budget Billing, Autopay or other payment transactions and self-serve paperless opportunities
• Triage and appropriately elevate customer issues for resolution
• Maintain an updated knowledge of customer related processes, services, and programs
• Establish and maintain good rapport with customer by using positive language and anticipating their needs
• Perform other related duties as assigned

Skills

Customer service

Communication

Problem solving

Multitasking

Data entry

Education

High School diploma

Job description

Rhode Island Energy, part of the PPL Corporation family, is hiring for an entry-level role that handles gas and electric customer transactions. The position offers exposure to diverse customer service tasks and the opportunity to progress to higher skill levels after meeting performance metrics.

As part of the team, you will respond to customer inquiries across multiple channels, initiate service work requests, and assist with account maintenance and payments.