Customer Care Representative III
Iberdrola, Pittsfield, MA, United States
Customer Care Representative III
POSITION - Union: Customer Care Representative III
LOCATION: BGC MA - Pittsfield
SHIFT: 8:30AM-5:00PM
STARTING PAY: $25.55
Responsibilities
Provide quality customer service by phone, mail, email, or in person.
Respond to customer inquiries, update customer account information in Customer Information System, and complete other work as assigned. Perform 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 delinquent accounts in adherence with Massachusetts Department of Public Utility (MDPU) regulatory guidelines, along with 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 of customer's payment amount and completion of program enrollment processing
5. Perform ancillary work assignments as they relate to payment processing/security deposits, billing, and Collections
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
Skills and Requirements
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
Experience / Training:
Two years customer service, billing or collections experience
Required Education
High school diploma or equivalent GED
Company: THE BERKSHIRE GAS COMPANY
Mobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.
At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. 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 for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com.
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 Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.
Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee's management.
Job Posting End Date: April-29-2026
POSITION - Union: Customer Care Representative III
LOCATION: BGC MA - Pittsfield
SHIFT: 8:30AM-5:00PM
STARTING PAY: $25.55
Responsibilities
Provide quality customer service by phone, mail, email, or in person.
Respond to customer inquiries, update customer account information in Customer Information System, and complete other work as assigned. Perform 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 delinquent accounts in adherence with Massachusetts Department of Public Utility (MDPU) regulatory guidelines, along with 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 of customer's payment amount and completion of program enrollment processing
5. Perform ancillary work assignments as they relate to payment processing/security deposits, billing, and Collections
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
Skills and Requirements
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
Experience / Training:
Two years customer service, billing or collections experience
Required Education
High school diploma or equivalent GED
Company: THE BERKSHIRE GAS COMPANY
Mobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.
At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. 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 for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com.
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 Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.
Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee's management.
Job Posting End Date: April-29-2026