Job Description

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 one, mail, email, or in pers on.

Respond t o customer inquiries, update cust omer account informati on in Customer Information System, and complete
other w ork as assigned. Perform functi ons relate d t o billing, service requests, evaluation of customer eligibility for and establishment on the Residential Arrearage Management Pr ogram (RAMP) to provide debt f orgiveness to eligible low- inc ome gas cust omers, negotiate payment agreements and complete acti vities related to credit and c ollection of delinquent acc ounts in adherence with Massachusetts Department of Public Utility (MDPU) regulat ory guidelines, along with federal and state laws.

Maintain customer c onfidentiality and ensure familiarity with and compliance to all Berkshire Gas p olicies, standards, and procedures related t o data secu rity.

1. Answer and resp ond t o customer calls with maximum producti vity, a high quality of customer service, an d adhere t o departmental p olicies and procedures

2. W ork to res olve pending credit and collection activity on customer acc ounts and negotiate pay ment plans

in acc ordance with state/federal regulatory laws and guideline s

3. Pr ocess customer service-related requests t o establish or disc ontinue gas service

4. Complete all tasks related t o the Residential Arrearage Management Program (RAMP) to include deter mination of customer eligibility/qualifications, calculation of f orgiveness benefit / monthly credit am ounts, calculation of customer’s payment am ount and completi on of pr ogram enr ollment processing

5. Perf orm ancillary work assignments as the y relate t o payment processing/ security deposits, billing, and Collecti ons

6. Adhere to department w ork schedule and complete all assigned tasks in timely manner

7. Resp ond t o internal / departmental requests (i.e., Rental Department, Dispatch, Community Action e tc.) 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 communicati on skills required Typing, PC, and Phone Skills needed
• Experience/kn owledge in Micr os oft Excel and W ord applicati ons is a -must

• Go od organizational analytical skills needed and ability to mult i-task

• Bilingual in Spanish a plus

EXPERIENCE / TRAINING:

• Tw o years customer service, billing or collecti ons experience

REQUIRED EDUCATION

• High scho ol 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:

July-31-2026