Under general supervision, the Specialist is responsible for acquiring and applying knowledge of the policies, procedures and regulations followed by the Company. They are responsible to research and analyze customer inquiries and resolve complaints. Knowledge of regulatory programs requirements (e.g., shared meters, life support customers, medical hardship) is required to ensure accounts for compliance with the appropriate regulations. This position may support other functions in Customer Operations.
Core Responsibilities
- Ensures implementation of Company safety, health and environmental programs for employees whose work is directed. Ensures that safe work practices are followed and the environment is fully protected in accordance with Company policy and governmental regulations.
- At O&R we take special interest in our customers, both within the Company and externally. As an employee, you will commit to developing a proactive, customer-centric culture to foster trust and confidence among customers and improve value for all stakeholders.
- Resolve escalated telephone inquires and disputes, commission complaints, and prepare written executive communication responses.
- Compile statistical data regarding regulatory complaints and trend analysis for review with the Manager.
- Maintain spreadsheets, graphs and other tools to enhance analysis of customer inquiries, as directed.
- Assist in the preparation month-end reports utilizing department dashboards, status updates for monthly departmental progress report, KPI's goals, and other regulatory reports as needed.
- Identify, research and resolve any issues that deter the successful completion of any customer interaction.
- Assist with the administration of the Company's Medical Hardship and Life Support programs in accordance with Company policies and procedures.
- Develop a working knowledge of the various regulatory requirements (e.g., HEFPA, shared meters, and service terminations).
- Participates in the Companys Storm Plan with assignment to the Special Response Team. The team is responsible for handling emergency phones, escalated calls and, regulatory customers with Life Support Equipment.
- Performs other assigned tasks and duties assigned by manager.
Required Education/Experience
- Bachelor's Degree and with a minimum of two years related work experience or
- Associate's Degree and with a minimum of four years related work experience or
- High School Diploma/GED and with a minimum of five years of related work experience
Relevant Work Experience
- Related work is defined as customer service or customer communication experience. Required
- Must be able to adapt quickly and take direction from different supervisors. Required
- Must possess excellent listening, oral and written communication skills, and have the ability to effectively interact with internal and external customers, support staff, and various levels of management. Required
- Must have excellent telephone skills. Required
- Must be well organized, detail orientated and flexible to handle multiple assignments and deadlines. Required
- Demonstrated proficiency in Microsoft Office applications (Excel, PowerPoint, and Word) is required. Proficiency in Access is preferred. Required
- Demonstrated professional demeanor, confidence dealing with all levels of management and the ability to work with sensitive and confidential information. Required
- Must have a good understanding of Company policies and procedures. Required
- Possess excellent working knowledge of the Customer Care and Billing Systems (CC&B) is preferred, but not limited to experience and knowledge of other customer systems. Preferred
Licenses and Certifications
- Driver's License Required
Additional Physical Demands
- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
- Must be able and willing to travel as needed.
Mission Statement: Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company's mission by excelling at our three corporate priorities - safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience. Benefits: We are dedicated to supporting the physical, mental, and financial health of our employees and their families. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
- Rich medical & pharmacy benefits, including vision benefits
- Dental benefits
- Health Savings Accounts
- Health Care and Dependent Care Flexible Spending Accounts
- 401(k) with robust matching
- Employer paid Pension Plan
- Employee Stock Purchase Plan with a generous matching contribution
- State of the art Employee Assistance Program
- Paid Parental Leave
- Generous paid time off plus paid holidays
- Family support: emergency backup child, & elder care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
- Commuter Benefits
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Life and Long-Term Disability Benefits
*Please be aware that some benefits may not apply to provisional or part-time job titles.
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Orange & Rockland
$$80,000.00-$105,000.00
parental leave, paid time off, paid holidays, tuition reimbursement, 401(k), employee discount
Oct 15, 2025