Lead Analyst - Field Customer Service

Iberdrola
United States
Workplace: OnsiteFull timeUSD 79,680 - 99,600Function: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Interpersonal skills","Written and verbal communication","Analytical problem solving","Decision making","Negotiation"]

Investigate metering and billing issues that require field activity, researching CRM and customer premises to resolve Shared Meter, High Bill, Rate & Revenue, Meter Mix-ups, Non-Registering Meters, Meter Tamper/Energy Theft, and Fraud-related customer concerns. Communicate findings with customers and property owners via calls and written correspondence, prepare required documentation and estimates, ensure CRM accuracy, and follow up on cases. Assist with relevant utility initiatives as needed.

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FursaFursa
Iberdrola
Iberdrola
3 days ago

Lead Analyst - Field Customer Service

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Investigate metering and billing issues that require field activity, researching CRM and customer premises to resolve Shared Meter, High Bill, Rate & Revenue, Meter Mix-ups, Non-Registering Meters, Meter Tamper/Energy Theft, and Fraud-related customer concerns. Communicate findings with customers and property owners via calls and written correspondence, prepare required documentation and estimates, ensure CRM accuracy, and follow up on cases. Assist with relevant utility initiatives as needed.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Perform Shared Meter investigations in compliance with NYS Shared Meter Law, including premises inspections, billing research, estimates of shared consumption, documentation, and follow-up.
  • •Conduct High Bill investigations by researching CRM and load studies, inspecting gas and electric meter accuracy, verifying billing, and educating consumers on billing and energy usage.
  • •Perform Rate and Revenue investigations, reviewing CRM information, ensuring correct billing rate and revenue designation per tariffs, and completing required site inspections.
  • •Investigate Meter Mix-ups and Non-Registering Meter cases via CRM research and field investigation, calculating billing adjustments, updating CRM, and coordinating next actions with affected parties.
  • •Investigate meter tamper, energy theft, and fraud cases, maintaining case files, preparing estimates, and pursuing remedies for recovery of the company’s asset.

Pay and Benefits

Salary: USD 79,680 - 99,600
Perks:401kHealth InsuranceDentalVisionLearning Budget

Key Requirements

  • •3 years of customer service experience.
  • •Bachelor’s Degree preferred with a minimum of 3 years’ experience; or an associate’s degree with a minimum of 5 years’ experience may be accepted in lieu of bachelor’s.
  • •Knowledge of RG&E tariffs, Shared Meter Law, rate structure, billing, collection policies, HEFPA, and NYSPSC rules and regulations.
  • •Good computer skills, including Microsoft Office products and CRM.
  • •Must be able to pass and maintain Operator Qualifications in good standing throughout employment in the role.
Experience:3+ yearsCustomer service
Education:Bachelor's
Skills:Interpersonal skillsWritten and verbal communicationAnalytical problem solvingDecision makingNegotiation
Tech Stack:Microsoft OfficeCRMCRM systems

Company Brief

Iberdrola
Iberdrola is a multinational electric utility focused on generation, distribution and commercialization of electricity, with significant investments in renewable energy, grid modernization and international power markets serving residential, commercial and industrial customers.
Industry: Utilities
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Bilbao, Spain
Founded: 1992
WebsiteLinkedIn