Customer Service Representative

Website Rochester Gas & Electric Corp

POSITION: Representative- Customer Relations Center (35781)
LOCATION: 180 South Clinton Ave, Rochester NY 14604
Applications for this position are accepted on a continuous/rolling basis. We hire new CSR classes on a regular, bi-monthly basis and applications will be reviewed when new classes arise, as needed.
Are you interested in a career as a customer service representative at RG&E? This position will give you exposure to the evolving energy industry working independently and in a team setting. As a Customer Service Representative (CSR) you will handle all phases of customer inquiries received by telephone, correspondence (written, email, and chat); and process applications for service and extension of facilities. You will respond to customer inquiries and complaints (bill payment, usage inquiries, account updates, service, credit and collections) in a customer focused manner. All CSR employees will respond to inbound service emergencies; this position requires strict attendance in a storm role.
•    Answers inquiries (telephone or written) from customers regarding billing, service and all inquiries pertinent to customer relations.
•    Answers customer inquiries regarding credit and collection and makes arrangements according to specific guidelines.
•    Makes routine changes or adjustments to customers’ accounts.
•    Makes arrangements for actions or work to be performed by other division or departments in accordance with procedures.
•    Transmit information or requests to proper division or department and prepares necessary work orders.
•    Performs miscellaneous and/or clerical duties as assigned by Supervision.
Working shift to be determined.
Skills and Requirements: 
•    Previous work experience in a customer service environment.
•    Must have proven verbal and written communication skills that demonstrate the ability to communicate in an intelligent and effective manner by telephone or in writing.
•    Must possess effective listening skills and be able to follow oral and written instructions.
•    Must have compassion and understanding of customers’ problems and ability to use good judgement in dealing with these problems.
•    Must have proven problem solving skills and good analytical skills to be able to review and analyze customer accounts.
•    Must have experience in using a computer terminal and/or a personal computer.
•    Must be flexible and able to adapt to changes in priorities and procedures to meet the needs of customers.
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 AVANGRD Network and Corporate functions.  This does not include those that will work for Avangrid Renewables

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