Analyst - Field Customer Service at Avangrid in Lancaster, New York

Job Description:

Title: Analyst - Field Customer Service



Reporting to Manager, Regional Operations


Location: Lancaster, NY


Type: Office


The base salary range for this position is dependent upon experience and location, ranging from $62,964 to $78,705



Job Summary



The Analyst- Field Customer Service role supports the analysis of field customer service activities and reporting. Analyst is to provide accurate and timely reporting of field activities including but not limited to credit processes, task completions and performance metrics. May also help coordinate field scheduling based on workload volume, statistical information and revenue impact. This role will also support customer services practices and serve as a liaison between field customer service by providing phone support and answering questions from the field customer service team. May also assist with meter data management for AMI accounts. After hours and weekend storm activity will be required.



Key Responsibilities

• Investigates, analyzes, and determines solutions related to field customer service practices


• Maintains a thorough knowledge of customer service policies including but not limited to collection activities and move in move out practices.


• Ensure compliance with applicable rules, regulations, policies and guidelines


• Mandatory participation in emergency storm restoration efforts as a Wires Down Branch Director


• Supports the achievement of Priority Targets


• Can effectively communicate with various departments such as Credit and Collections, Billing, Customer Service and Training


• Participates in safety initiatives, including the facilitation of morning safety meetings

Required Qualifications

• Associates Degree with one year of analytical experience (understanding complex billing data, advanced excel) or High School/GED with at least 3 years analytical experience

Preferred Qualifications

• Strong verbal and written communication skills


• Ability to effectively communicate across multiple groups to ensure accurate billing for customers


• Self-motivated and results oriented.


• Ability to manage multiple concurrent assignments


• Strong detailed orientation and planning skills with a customer focus to ensure timely and accurate customer bills


• Demonstrated analytical skill in understanding complex billing and reporting


• Excellent system skills including but not limited to Excel and SAP

Competencies (this is standard for all jobs)

• Growth & Continuous Improvement


• Initiative & Change


• Focused on Results


• Customer Centric (internal and/or External)


• Communication


• Collaboration

Disclaimer (this is standard for all jobs)



AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual's sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.


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 AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables.


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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


AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. 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 AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables



Job Posting End Date:

February-14-2025 Apply Now