Primary Role

Responsible for supporting Customer Advocacy initiatives across multiple states within one of the department’s primary focus areas—escalated complaints or customer assistance programs. This position plays a key role in researching customer issues, administering assistance programs, and conducting proactive outreach and follow-up to ensure resolution, education, and program access.

Key Accountabilities

• Investigate and respond to escalated customer complaints, including reviewing billing concerns, explaining tariff provisions and applicable state regulations, and providing account clarification. Coordinate with regulatory agency personnel to resolve and respond to agency complaints within required timelines.
• Support legal and regulatory teams by providing billing histories, account reviews, and clarifications relevant to investigations or proceedings.
• Administer customer assistance programs by screening clients for eligibility, educating them on available resources, providing status updates, and referring customers to appropriate support programs.
• Perform proactive outreach through events such as community fairs or canvassing efforts to connect low-income individuals with applicable utility assistance programs.
• Serve as a hybrid resource supporting multiple states in program execution, customer contact, and internal reporting across Customer Advocacy’s core pillars.
• Ensure accurate tracking and reporting of program data, outreach efforts, and customer interactions to support performance monitoring and compliance needs.
• Provide administrative and operational support for program maintenance, reporting needs, customer follow-up, and coordination across state teams.
• Perform additional duties as assigned by the Supervisor and/or Manager of Customer Advocacy.

Knowledge/Skills

• Excellent oral and written communication skills coupled with organizational and customer service skills.
• Detail oriented and capable of accurately computing and recording numbers as well as operating a computer keyboard with speed and accuracy.
• Ability to work with various members of the public, including authorities, a diverse customer base, contractors, developers, as well as employees of various levels of the organizational structure within the company.
• Excellent computer skills, including experience with the use of Microsoft office suite applications and other pertinent software.
• Ability to work independently and perform multiple tasks in a fast-paced environment with changing priorities.
• Ability to maintain the integrity of confidential employment, customer, and business information.

Experience/Education

• High school diploma or equivalent.
• Associate degree preferred.
• One (1) year customer contact service experience required.

Travel Requirements

Some local travel to community events.

Certifications & Licenses

Valid driver’s license required.

Work Environment

Standard office environment.

Competencies