CCC Customer Care Rep (BGC 61458) Pittsfield, MA in Pittsfield, MA at Avangrid

Date Posted: 6/29/2018

Job Snapshot

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Job Description

Publication date: 14.05.2018
REFERENCE: 5093426302

Business and Department
BGC - Pittsfield

This opportunity will offer
Job Title: Customer Care Representative III
Business Unit: Customer Service
Job Location: Pittsfield, MA


Provide quality customer service by phone, mail, email, or in person. Respond to customer inquiries,
customer account information in Customer Information System, and complete other work as assigned.
functions related to billing, service requests, evaluation of customer eligibility for and establishment on the
Residential Arrearage Management Program (RAMP) to provide debt forgiveness to eligible low-income gas
customers, negotiate payment agreements and complete activities related to credit and collection of
accounts in adherence with Massachusetts Department of Public Utility (MDPU) regulatory guidelines, along
federal and state laws. Maintain customer confidentiality and ensure familiarity with and compliance to all Berkshire
Gas policies, standards, and procedures related to data security.


1. Answer and respond to customer calls with maximum productivity, a high quality of customer service, and adhere
to departmental policies and procedures
2. Work to resolve pending credit and collection activity on customer accounts and negotiate payment
plans in
accordance with state/federal regulatory laws and guidelines
3. Process customer service related requests to establish or discontinue gas service
4. Complete all tasks related to the Residential Arrearage Management Program (RAMP) to include determination
of customer eligibility/qualifications, calculation of forgiveness benefit / monthly credit amounts, calculation
customers payment amount and completion of program enrollment processing
5. Perform ancillary work assignments as they relate to payment processing/ security deposits, billing, and

6. Adhere to department work schedule and complete all assigned tasks in timely manner
7. Respond to internal / departmental requests (i.e., Rental Department, Dispatch, Community Action etc.)
in a
timely manner and with the same high quality standard of customer service that is provided to external customers

Effective verbal and written communication skills required
Typing, PC, and Phone Skills needed
Experience/knowledge in Microsoft Excel and Word applications is a -must
Good organizational /analytical skills needed and ability to multi-task
Bilingual in Spanish a plus

Education & Experience/Training Required:

High school diploma or equivalent GED.
Two years customer service, billing or collections experience
Possess strong verbal and written communication skills.
Effective problem-solving skills with attention to detail and the analytical ability to evaluate complex data and apply
good judgment to take appropriate follow up actions as needed while working without close supervision.
Strong PC skills are required along with proficient knowledge and use of Microsoft Excel and Word applications and
the ability to learn associated departmental business software.
Must possess superior arithmetic skills and ability to use a calculator.
Must have good organizational skills and the ability to handle multiple tasks with frequent interruptions.
Must be highly productive and results oriented.

This opportunity will offer

AVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of
41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified
individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination
against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.
Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to
employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation,
gender identity, or national origin, protected veteran status or any other status protected by federal, state, or local
law. The Company is committed to a policy in all of its employment practices of equal opportunity without regard to
race, color, religion, sex, sexual orientation, gender identity, or national origin, disability, religion, marital status,
veteran status, sexual orientation, or other protected status.

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 to positions, you may request a reasonable accommodation by contacting our Human Resources department
at 833-246-6347 or by emailing us at

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