Rhode Island Energy

Sr Solar Customer Support Specialist

Cumberland, RI

Full-time

About This Job

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

Reporting to the Supervisor of Complex Billing, the Sr Solar Customer Support Specialist oversees stakeholder and customer relationships by providing responses to Distributed Energy Resource customer complaints and other related program matters sent to our Customer Service Center. One of the key responsibilities will be representing the team as the Lead for all Renewable Energy Growth (REG) Program related topics, administered by Rhode Island Energy, which supports the development of Distributed Generation projects in Rhode Island. Eligible technologies include wind, solar, small-scale hydropower, and anaerobic digestion. The program enables customers to sell their generation output under long-term tariffs at fixed prices. The Specialist will ensure the department maximizes accuracy, professionalism, and timely responses associated with inquiries to lower the risk for customer dissatisfaction and reputational impact in Rhode Island. The solar Specialists team aid in proactive communications to key stakeholders and customers internally and externally. This role is expected to provide organized response times as well as building internal and external relationships to deliver on process and performance improvements. #RIE #INDRIE

Responsibilities

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Manage Transfer of Ownership requests when a customer moves to a premise with solar

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Modification of ACH and Checking data for incentive payments

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Allocation of customer credits to applicable accounts

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Timely email and phone responses related to general program inquiries and billing discrepancies

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Deliver forecasting and reporting solutions that will drive accuracy and standardization.

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Maintain a process of proactive communication to customers and internal stakeholders on receipt of request, expected response time, and final resolution as required.

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Taking the lead as the team senior to provide analysis on root cause issues, support initiatives and process improvements.

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Assist in creating and building Standard Operating Procedures and training plan to ensure sustainability and control compliance.

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Support and attend discussions with Customer Energy Integration and Engineering as required.

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Develop and maintain relationships with internal stakeholders and Rhode Island regulatory external stakeholders.

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Investigate, analyze, resolve, and respond to Distributed Energy Resources related complaints filed by internal and external customers, Stakeholders, Executives, State and Local Government Officials, Commissions, Regulators, Elected Officials, Media, Small Claims and Better Business Bureau.

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Promote and implement procedural best practice through structured quality assurance within the team to ensure all working practices are compliant with Rhode Island Energy policies and regulatory requirements.

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Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.

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The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Qualifications

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Bachelor’s degree or higher

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5+ years background in customer service and a minimum of 3+ years utility experience required

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Proficient in relevant software e.g., Microsoft Office products (Excel, Word, PowerPoint) and working knowledge of call center process, technology and industry, and best practices.

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Demonstrated track record of driving high performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.

Preferred Qualifications

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Possesses knowledge and understanding of Rhode Island Energy’s electric policies, processes, systems, tariffs, and general practices and how to apply them effectively

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Experience in Emergency Response Procedures and Business Continuity plans as they relate to the business area.

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Knowledge and understanding of customer systems within a regulated environment

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Exposure to Rhode Island regulatory requirements

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