Job Info
POSITION - Union: Customer Care Representative III
NUMBER OF OPEN POSITIONS: 1
LOCATION: BGC – MA - Pittsfield
SHIFT: 8:30AM-5:00PM
STARTING PAY: $25.55
RESPONSIBILITIES
Provide quality customer service by ph o ne, mail, email, o r in pers o n.
Respond t o cust o mer inquiries, update cust o mer account informati o n in Customer Informati o n System, and complete
o ther w o rk as assigned. Perform functi o ns relate d t o billing, service requests, evaluation o f customer eligibility f o r and establishment o n the Residential Arrearage Management Pr o gram (RAMP) t o provide debt f o rgiveness t o eligible l o w - inc o me gas cust o mers, negotiate payment agreements and complete acti v ities related t o credit and c o llection o f delinquent acc o unts in adherence with Massachusetts Department o f Public Utility (MDPU) regulat o ry guidelines, along with federal and state laws.
Maintain customer c o nfidentiality and ensure familiarity with and compliance t o all Berkshire Gas p o licies, standards, and procedures related t o data secu r ity.
1. Answer and resp o nd t o customer calls with maximum pr o ducti v ity, a high quality o f customer service, an d adhere t o departmental p o licies and procedures
2. W o rk to res o lve pending credit and c o llecti o n activity o n customer acc o unts and negotiate pay m ent plans
in acc o rdance with state/federal regulat o ry laws and guideline s
3. Pr o cess customer service-related requests t o establish or disc o ntinue gas service
4. Complete all tasks related t o the Residential Arrearage Management Program (RAMP) t o include deter m ination o f customer eligibility/qualifications, calculati o n o f f o rgiveness benefit / m o nthly credit am o unts, calculati o n o f customer’s payment am o unt and c o mpleti o n o f pr o gram enr o llment processing
5. Perf o rm ancillary w o rk assignments as the y relate t o payment processing/ security dep o sits, billing, and Collecti o ns
6. Adhere to department w o rk schedule and complete all assigned tasks in timely manner
7. Resp o nd t o internal / departmental requests (i.e., Rental Department, D ispatch, Community Acti o n e t c.) in a timely manner and with the same high-qualit y standard o f customer service that is provided to external customers
SKILLS AND REQUIREMENTS
- Effective verbal and written communicati o n skills required Typing, PC, and Phone Skills needed
- Experience/kn o wledge in M icr o s o ft Excel and W o rd applicati o ns is a -must
- Go o d o rganizational / analytical skills needed and ability t o mult i -task
- Bilingual in Spanish a plus
EXPERIENCE / TRAINING:
- Tw o years customer service, billing o r c o llecti o ns experience
REQUIRED EDUCATION
- High scho o l diploma o r 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 [email protected] .
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:
July-31-2026
