Customer Service Center Analyst

Company: Avangrid
Location: Binghamton
Posted on: May 12, 2022

Job Description:

Avangrid is looking for a Customer Service Center Analyst to join their team in Binghamton, NY.Provides daily operations support for Customer Care BPOs (Business Outsourced Partners) handling NY State Electric and Gas company and well as Rochester Gas and Electric company customer calls. Uses call metric analytics to continuously improve customer care performance and quality. Develops strong collaborative relationships with vendor managers and Company stakeholders (Workforce Management, Training, Quality Assurance, Regulatory) to improve quality and expertise of CCC representatives. Provides reconciliation of call volumes/types for accurate vendor billing and contract adherence. -MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities): -

• Provides day to day operational oversight of outsource service vendors for the NYSEG/RGE Customer Care Center, focused on performance for maximum productivity, high quality of customer service, and adherence to policy and procedures. -
• Uses strong communication and interpersonal skills to develop collaborative relationships that result in successful joint projects between the vendor, internal Customer Care stakeholders and other Avangrid divisions, such as IT.
• Drives the establishment and maintenance of working environments that are customer-focused using collaborative relationships with each vendor and internal stakeholders. -
• Provides quality performance feedback to the vendor -team and seeks to jointly develop quality improvement programs, such as targeted training, job aides, support scripts, QA calibration reviews, vendor supervisor forums, etc. -
• Analyzes vendor call metrics for performance and adherence insights to enable improvements, recognizes when specific analytics are lacking and closes these gaps, stays abreast of best in class customer care analytics for continuous improvements with the customer experience. -
• Responds to escalated customer complaints. -
• Responds to customer inquiries and requests from regulatory and consumer action agencies, internal audit and other entities. -
• Manages the reconciliation of call volume/type for contract payment and adherence to contract terms.
• Receives cross training to support other CCCs as needed. -
• Business Continuity Role: Ensures vendors maintain Business Continuity Plans. -Continues responsibilities during storms and other restoration efforts. -Supports the safe and timely restoration of service by working in concert with outage personnel, the dispatch center, and service centers as needed. -JOB REQUIREMENTS: - Education & Experience Required: - -

• Bachelor's degree with a minimum of 4 years relevant experience preferred; Associate's Degree with a minimum -of 6 years of relevant experience required. -
• Demonstrated analytic knowledge and experience related to customer care, workforce planning and contracting required. -
• Experience in a consumer credit/collections workplace, knowledge of applicable collections rules/best practices strongly preferred. -
  • Experience with coaching/training/educating adults with the ability to explain and demonstrate complex requirements clearly -is strongly preferred. -
  • Knowledge of customer service business processes and experience in a leadership role preferred. -Skills/Abilities: -
    • Demonstrated communication, organizational and time-management skills used to develop successful collaborative work teams required. -
    • Results oriented, with the ability to troubleshoot complex problems related to customer care, credit/collections and take corrective action when necessary. -
    • Expert Microsoft Office skills with a focus on Excel required; ability to set up analytic queries with visualization software strongly preferred. -
    • Knowledge of SAP Customer Relations -software is strongly preferred. -
      • Experience working in highly regulated environments and knowledge of public entity rules and regulations is preferred.About the CompanyAVANGRID, Inc. (NYSE: AGR) aspires to be the leading sustainable energy company in the United States. Headquartered in Orange, CT with approximately $39 billion in assets and operations in 24 U.S. states, AVANGRID has two primary lines of business: Avangrid Networks and Avangrid Renewables. Avangrid Networks owns eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Avangrid Renewables owns and operates a portfolio of renewable energy generation facilities across the United States. AVANGRID employs approximately 7,000 people and has been recognized by Forbes and Just Capital as one of the 2021 JUST 100 companies - a list of America's best corporate citizens - and was ranked number one within the utility sector for its commitment to the environment and the communities it serves. The company supports the U.N.'s Sustainable Development Goals and was named among the World's Most Ethical Companies in 2021 for the third consecutive year by the Ethisphere Institute. For more information, visit This job has been posted by TalentBoost on behalf of Avangrid. TalentBoost is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of TalentBoost not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law.

Keywords: Avangrid, Binghamton , Customer Service Center Analyst, Hospitality & Tourism , Binghamton, New York