Analyst - Field Customer Service

Company: Rochester Gas and Electric, an Avangrid Company

Department: Customer Service

Job Title: Analyst - Field Customer Service

Location: Vestal, NY, Mechanicville, NY, Lancaster NY, Auburn, NY Rochester, NY, Binghamton, NY, Brewster, NY, Elmira, NY, Lockport, NY, Geneva, NY

Work Model: Office

The salary range for this position is dependent upon experience, ranging from $64,538.40 to $80,673.00.

JOB SUMMARY:

Investigates metering and billing concerns which require in depth analysis for resolution which includes High Bill, Shared Meter, Meter Mix-ups and Rate & Revenue investigations. Performs research on CIS and during field visits to complete the necessary work. Communicates with customers and property owners both verbally and with written correspondence.

MAJOR ROLES AND RESPONSIBILITIES:

- Performs Shared Meter investigations. Investigates residential customer premises of suspected shared meter situations in compliance with NYS Shared Meter Law. Performs billing research on CIS, inspects electrical, gas piping, and HVAC equipment of the property in question. Prepares estimates of shared consumption. Provides written documentation to all involved parties and performs required follow-up.

- Performs High Bill investigations. Investigates residential and nonresidential (up to 100kw) customer metering and billing concerns. Performs billing research on CIS and load studies at customers premise to compare billed consumption to connected load. Performs field evaluations of gas and electric meter accuracy. Verifies accuracy of billing. Provides consumer education regarding billing and energy usage.

- Performs Rate and Revenue investigations on residential and nonresidential accounts (up to 100 kw). Reviews account consumption, service classification, service application and other relevant information on CIS. Verifies or makes changes in CIS to ensure the correct billing rate and revenue designation as outlined in RG&E's tariffs.

- Performs site inspections as required.

- Performs Meter Mix-up investigations. Performs research on CIS, performs field investigation to determine meter locations and service designations. Communicates findings with all affected parties. Calculates billing adjustments and ensures all necessary changes are made in CIS.

- Performs Non-Registering Meter investigations. Performs research on CIS and field investigation for meters that are reported not registering consumption. Determines required action to remove, replace, or turn-off meters.

- Communicates with customers and ensures follow-up on customer account. Assists with gas and electric emergencies as requested.

- Storm Response: Assists with electric and gas emergencies as requested with a high acceptance rate.

- May assist with cross departmental responsibilities under the Avangrid umbrella.

JOB REQUIREMENTS:

Skills/Abilities:

- Strong interpersonal, written and verbal skills.

- Strong decision making, analytical, problem solving and negotiating

- skills.

- Good computer skills including Microsoft Office Suite and CIS.

Education & Experience Required:

- Associate’s degree with a minimum of 3 years relevant experience or High School/GED with a minimum of 5 years relevant experience required.

- Proficiency in Customer Service policy and procedures.

- Good working knowledge of CCS.

- Good working knowledge of RG&E/NYSEG collections policy and procedure

- Knowledge of RG&E tariffs, NY Penal Law, Shared Meter Law, rate structure, billing, collection policies, HEFPA and NYSPSC Rules and Regulations.

- Good working knowledge of HVAC systems, building construction, plumbing, electrical wiring and gas piping.

Company:

ROCHESTER GAS & ELEC 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

careers@avangrid.com

.

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:

September-5-2025