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Company Summary Statement

Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

Overview

Reporting to the Manager, Customer Operations within the Call Center, the Managed Account Services Specialist maintains relationships with internal stakeholders in support of Managed Accounts for large customers and municipalities. The specialist maintains an effective working relationship with the Strategic Communication, Account Managers, Collections and Customer Metering Services leadership teams with the focus on the delivery and execution of a large volume of activities that are driven by Account Managers and customer needs. This role also is responsible for the resolution of complex customer billing issues which require working in a matrix environment. At the higher levels, this role will also propose, design and implement procedures and policies within their area of work to improve the working of Rhode Island Energy.

Responsibilities

+ Monitor, research and analyze Managed Account activity.

+ Conduct complex billing analysis related to major account escalations including summary bills.

+ Maintain new and existing databases to effectively track resolution of issues of significant revenue impact.

+ Work in collaboration with Account Managers and Strategic Communication Team to improve process and procedures.

+ Extract reports and analyze information from the tracking systems and databases to support and optimize departmental operations.

+ Investigate and resolve Account issues communicating resolution in a manner the customer can understand including financial analysis/spreadsheets and on-site customer visits.

+ Record billing investigations/resolution in applicable systems and data bases.

+ Adhere to SLA/metrics to document service quality and to quantify gains in efficiency/customer satisfaction.

+ Travel to customer locations and other Rhode Island Energy facilities as required.

+ Provide analytical support during negotiations of specific regulatory initiatives, (Rate Cases, Orders, Compliance filings), or as part of customer participation in various company programs.

+ Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.

+ The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Qualifications

+ A Bachelor's degree or 5 years of experience within a Customer Centric and transactional organization desired.

+ Proficient in relevant software e.g., Microsoft Office products (Excel, Word, PowerPoint).

+ Demonstrated track record of driving performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.

Preferred Qualifications

+ Possesses knowledge and understanding of Rhode Island Energy’s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively.

+ Experience in Emergency Response Procedures and Business Continuity plans as they relate to the business area.

+ Knowledge and understanding of customer systems within a regulated environment.

+ A Bachelor's degree or 5 years of experience within a Customer Centric and transactional organization desired.

+ Proficient in relevant software e.g., Microsoft Office products (Excel, Word, PowerPoint).

+ Demonstrated track record of driving performance through a complex enterprise. Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.

Preferred Qualifications

+ Possesses knowledge and understanding of Rhode Island Energy’s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively.

+ Experience in Emergency Response Procedures and Business Continuity plans as they relate to the business area.

+ Knowledge and understanding of customer systems within a regulated environment.

+ Monitor, research and analyze Managed Account activity.

+ Conduct complex billing analysis related to major account escalations including summary bills.

+ Maintain new and existing databases to effectively track resolution of issues of significant revenue impact.

+ Work in collaboration with Account Managers and Strategic Communication Team to improve process and procedures.

+ Extract reports and analyze information from the tracking systems and databases to support and optimize departmental operations.

+ Investigate and resolve Account issues communicating resolution in a manner the customer can understand including financial analysis/spreadsheets and on-site customer visits.

+ Record billing investigations/resolution in applicable systems and data bases.

+ Adhere to SLA/metrics to document service quality and to quantify gains in efficiency/customer satisfaction.

+ Travel to customer locations and other Rhode Island Energy facilities as required.

+ Provide analytical support during negotiations of specific regulatory initiatives, (Rate Cases, Orders, Compliance filings), or as part of customer participation in various company programs.

+ Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.

+ The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Remote Work

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Equal Employment Opportunity

Our company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.