Sr Business Account Specialist Gas Connections

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

The Business Account Specialist will be an integral part of the Customer Gas Connections Team and work directly with Commercial and Residential customers that request new gas connections in Rhode Island. The purpose of this role is to be the first point of contact for the customer and provide information and clarity on how to apply for a Gas Service and prescreen the customer to see if gas service is feasible. They will clearly guide customers through the gas connection process, work with the teams that plan and safely install the new gas service, resolve customer issues, and implement new and better ways to improve customer trust and ease.

Responsibilities

• Providing excellent customer service.
• Serving as point of contact for several towns within a territory, providing customer information, setting expectations, and explaining the gas service process.
• Determining customer needs by running simple models to determine gas pipe size and costs for new types of services and reviewing maps.
• Processing customer requests in work request and billing systems.

Key Accountabilities

• Act as the primary point of contact for Commercial and Residential customers. Provide clear communication, resolve customer issues, and ensure new customer services are delivered throughout the Customer Gas Connection process.
• Project Manage / Own Customer projects through the end-to-end process to deliver a seamless experience to RI Energy customers.
• Learn the Commercial and Residential gas service construction process and educate customers about the process.
• Provide excellent customer service, predict customer needs and deescalate customer issues.
• Process gas service level agreements, invoices, use multiple data tracking systems, learn new data systems.
• Develop and maintain effective relationships with other business process owners and at a local level to support the fulfillment of customers' requests. This includes attending local/virtual planning or construction meetings and finding effective ways to resolve Commercial and Residential customer issues or processes.
• Identify and implement ways to improve customer trust and ease, expedite the customer process and create operational efficiencies. Use a process excellence approach to communicate concerns, identify causes and develop and implement countermeasures.
• Support team outcomes including cross-training on other team responsibilities, assist or lead analysis or reporting, lead process improvements, represent team in cross-functional meetings.

Qualifications

• Bachelor's degree with 5 years of experience in a customer-facing electric or gas role, design, or construction role OR an equivalent combination of education and experience on a year for year basis is required.
• Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems and concerns.
• Possesses solid understanding of RI Energy's electric or gas business, policies from a residential or commercial perspective.
• Adept at software necessary for data entry.