Job Description

The Gas Engineering Customer Engagement section is a dynamic group involved in all aspects of gas service line inspections and natural gas detector installations. The Customer Service Representative (CSR) plays a very important role within the group as a liaison between the Company and its customers. The CSR will be responsible for learning and understanding all facets of the two programs to best provide a plus one experience to our customers. Scheduling appointments via both inbound and outbound calls as well as handling customer email correspondence will be a large part of the CSRs day. The CSR will work closely with various internal as well as some external stakeholders

Core Responsibilities

• Required to work Full-Time as a Customer Service Representative.
• Must be fluent in one of the following languages: Spanish, Mandarin or Cantonese
• Ability to work a hybrid remote work schedule based on company's need.
• Receive calls from customers and schedule appointments for the Gas Service Line Inspection (SLI) and Natural Gas Detector (NGD) programs using various systems.
• Proactively make calls to customers and schedule appointments for SLI and NGD using various systems.
• Receive calls from customers and provide first call resolution on SLI and NGD issues using various systems to complete research on an issue.
• Perform a high volume of administrative work pertaining to job records.
• Route SLI work to area Planners and Supervisors using various systems.
• Provide any and all data corrections, including but not limited to creating new tickets, cancelling tickets, modifying addresses, records as needed, reconciling pictures to inspection/installations, etc) on the work completed using various systems.
• Utilize various internal and external systems to reconcile any discrepancies regarding records.
• Research and resolve billing issues related to fines for failure to complete inspections.
• Driver's license preferred.

Required Education/Experience

• High School Diploma/GED

Relevant Work Experience

• Competency in Microsoft Excel, Word, and Outlook Required. Required
• Well organized, detail oriented and flexible to handle multiple assignments. Required
• Demonstrate a high level of accuracy, even under pressure. Required
• Excellent interpersonal and telephone skills. Required
• Demonstrate good customer service skills Required
• Must be proficient in English and one of the following languages: Spanish, Mandarin or Cantonese Required

Licenses and Certifications

• Driver's License preferred

Physical Demands

• Sit or stand to answer a phone for the duration of the workday
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• All applicants must pass all required placement exams.
• Prolonged sitting while answering phones at a computer terminal for the majority of the workday required.

Mission Statement:

Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company’s mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.

Benefits:

We are dedicated to supporting the physical, mental, and financial health of our employees and their families. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Rich medical & pharmacy benefits, including vision benefits
• Dental benefits
• Health Savings Accounts
• Health Care and Dependent Care Flexible Spending Accounts
• 401(k) with robust matching
• Employer paid Pension Plan
• Employee Stock Purchase Plan with a generous matching contribution
• State of the art Employee Assistance Program
• Paid Parental Leave
• Generous paid time off plus paid holidays
• Family support: emergency backup child, & elder care assistance
• Social responsibility and volunteer opportunities
• Employee discount program
• Commuter Benefits
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Life and Long-Term Disability Benefits

*Please be aware that some benefits may not apply to provisional or part-time job titles.