Customer Service Associate

Company Summary Statement

Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

Overview

This is an entry level role focused on handling gas and electric customer transactions. Associates in the role will have the opportunity to progress to higher skill levels as positions become available and the Quality & Performance Metrics set forth by the Company have been exceeded for a period of at least 6 months; progression to higher skill levels is not automatic. #RIE #INDRIE

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 (Example: Trouble calls, Pay Assist/Collection, Simple Connections Electric Service Request, Transfer Service).

- 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 escalate 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

Qualifications

- High School diploma or equivalent is required

- Demonstrated ability to communicate courteously, professionally, and effectively with customers when handling complaints, adjustments, or service problems

- Demonstrated ability and adequate experience in related Customer Service jobs. 1+ years of previous customer service experience is a plus

- Ability to:

- Perform duties with speed, efficiency, and accuracy

- Understand verbal and written instructions, procedures, and methods as they pertain to job functions

- Multi-task, prioritize and manage time effectively

- Successful completion of federal DOT drug testing is a requirement for this position