Lead Analyst - Field Customer Service

Company: Rochester Gas & Elec Corp

Department: Customer Service

Job Title: Lead analyst – Field Customer Service

Location: Rochester, NY

Work Model: Office

The salary range for this position is dependent upon experience, ranging from $79,680.00 to $99,600.00.

What We Offer:

• Competitive benefits and growth opportunities
• Generous performance‑based bonuses
• 12% 401(k) match
• Comprehensive health, dental, and vision insurance
• Tuition reimbursement
• Professional development and clear career‑advancement pathways

For more information, please visit: Benefits - Avangrid

Job Summary

Investigates metering and billing concerns which require field activity for resolution. Performs research on CRM and at the customer’s premise. Communicates with customers and property owners both verbally and with written correspondence. Field activity includes High Bill, Shared Meter, Meter Mix-ups and Rate and Revenue investigations.

Key Responsibilities

• Performs Shared Meter investigations. Investigates residential customer premises of suspected shared meter situations in compliance with NYS Shared Meter Law. Performs billing research on CRM, inspects electrical, gas piping, and HVAC equipment of the property in question. Prepares estimates of shared consumption. Provides written documentation to all involved parties and performs required follow-up.

• Performs High Bill investigations. Investigates residential and nonresidential (up to 100kw) customer metering and billing concerns. Performs billing research on CRM and load studies at customers premise to compare billed consumption to connected load. Performs field evaluations of gas and electric meter accuracy. Verifies accuracy of billing. Provides consumer education regarding billing and energy usage.

• Performs Rate and Revenue investigations on residential and nonresidential accounts (up to 100 kw). Reviews account consumption, service classification, service application and other relevant information on CRM. Verifies or makes changes in CRM to ensure the correct billing rate and revenue designation as outlined in RG&E’s tariffs. Performs site inspections as required.

• Performs Meter Mix-up investigations. Performs research on CRM, performs field investigation to determine meter locations and service designations. Communicates findings with all affected parties. Calculates billing adjustments and ensures all necessary changes are made in CRM.

• Performs Non-Registering Meter investigations. Performs research on CRM and field investigation for meters that are reported not registering consumption. Determines required action to remove, replace, or turn-off meters. Communicates with customers and ensures follow-up on customer account. Assists with gas and electric emergencies as requested.

• Performs Meter Tamper and Energy Theft investigations. Investigates customer premises of suspected meter tamper and energy theft situations in compliance with NYS Penal Law, NYSPSC Regulations and company tariffs. Inspects electrical, gas piping, and associated equipment of the property in question. Prepares estimates of energy fraudulently consumed. Creates and maintains case files and pursues appropriate remedies for the recovery of the company’s asset.

• Performs Fraud investigations. Investigates residential and nonresidential customer reports of fraud related to but not limited to: application for utility service. Performs research in CRM and other available sources to determine the validity of the application. Provides written documentation to all involved parties and performs required follow-up.

• May assist in AMI initiatives, RGE scheduling and key deployment.

• Storm Role – Wires Down Branch Director.

Required Qualifications

• Skills/Abilities:

  • Strong interpersonal, written and verbal skills.
  • Strong decision making, analytical, problem solving and negotiating skills.
  • Good computer skills including Microsoft Office products and CRM.

• Experience/Training:

  • 3 years of customer service experience.
  • Knowledge of RG&E tariffs, Shared Meter Law, rate structure, billing, collection policies, HEFPA and NYSPSC Rules and Regulations.
  • Throughout employment in role, must be able to pass and maintain in good standing the necessary Operator Qualifications

• Required Education:

  • Bachelor’s Degree (preferred) with a minimum of 3 years’ experience. An associate’s degree with a minimum of 5 years’ experience may be accepted in lieu of bachelor’s degree.

Competencies

• Growth & Continuous Improvement

• Initiative & Change

• Focused on Results

• Customer Centric (internal and/or external)

• Communication

• Collaboration

• Leadership (people managers/leaders)

Company: ROCHESTER GAS & ELEC CORP

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: August-26-2026