Coordinator II

Position: Customer Advocacy Coordinator II (Spanish Bilingual) Location: Providence Rhode Island 02907 ( The worker will not be reporting to an office location but will instead travel to customer sites on a day-to-day basis.) Duration: 12 months Job ID: 180868 About the Position: As a Coordinator, candidates will work directly with clients most vulnerable customers and the various external support agencies and advocacy groups that support them. Candidates’ mission will be to improve the lives of these customers through driving awareness of, enrollment in, and engagement around the various tools client has in place to help income-eligible customers manage the affordability and volatility of their monthly energy spend. Candidates will also serve as the voice of these customers internally within client, representing their interests, perspectives and needs as the organization continues to develop its strategies and approaches to better serving income-eligible customers and the programs and offers client put in place to do so. Position Responsibilities (including but not limited to): Work with customers one on one for billing-payments, negotiating payment agreements, Low Income Heating Assistance Program (LIHEAP), outage preparation, protections certification, energy efficiency support. Develop relationships with internal and external stakeholders to obtain and share information on social care opportunities and developments, as well as provide technical advice and build bases of influence. Identify and act on new external channels through which to engage income-eligible customers and drive awareness of and participation in relevant Company programs Develop relationships with relevant external agencies and organizations, establishing candidates’ role as these external groups’ ‘go to’ resource for all things client, and empowering them to better engage and refer their low-income constituents on client’s behalf. Manage and prioritize referrals from email, vendors, call center, field and other internal communications in line with policies. Develop and manage the approach to special cases (e.g. customers with special needs) ensuring a tailored and effective response in line with expectations. Manage the day-to-day relationship with relevant internal parties and external agencies and bodies to understand requirements, deliver appropriate, customized solutions and advice, and build cross-functional working in line with RI Energy policies and processes. Through collecting and analyzing input from candidates’ customer interactions and community engagement, serve as the ‘voice’ of client’s income-eligible customers in helping to inform and influence the design of RI Energy programs and offerings targeted towards the income-eligible community. Serve as the public face of client in various community outreach settings likely to be attended by income-eligible customers, including periodic Customer Assistance Expos("Expos"). Ensure processes, practices and procedures are followed are in line with client policies and compliant with legislation and regulations. Develop, distribute and prepare training material, brochures and supporting documentation to relevant customers and internal colleagues. Build upon technical/professional skills within customer advocacy to continually grow candidates’ personal contribution to the business. Develop and utilize peer group network to absorb and apply technical/professional best practice within the customer and social care arena. Be the expert source of knowledge on the Customer Advocate team and support team members. Qualifications Knowledge and Experience Required: Bilingual speaker required/Spanish preferred. Bachelor's degree preferred and 3 plus years of-related customer advocacy experience. Demonstrated success in a customer service setting, ideally in a position focused on working with low-income customers. Knowledge and experience with (or the demonstrated ability to learn quickly about) one or more areas of the Company’s customer information systems including CSS, customer account management, financial structures, energy management, information systems management, document management. Knowledge and experience with (or the demonstrated ability to learn quickly about) various forms of social service support programs available to the income-eligible community, and a demonstrated history of communicating complex program offerings to a diverse community of potential participants. Knowledge of RI Energy's business operations, Company policies and practices. Knowledge of relevant industry practice and legislation. Proficient in Microsoft Office products (Excel, Word, PowerPoint, Access). Understanding of fundamental low-income program concepts desirable. Capability Requirements: Impact and Influence (1): Uses direct persuasion to influence others, using basic data, logic or a solid business case to help generate the best outcomes for consumers. Customer Orientation (2): Takes personal responsibility for correcting problems promptly and communicates customer expectations to monitor delivery and satisfaction for those most in need. Attention to Detail (3): Monitors quality of how customers are supported, checks to ensure procedures are followed. Conflict Management (4): De-escalates emotional situation through emotional intelligence, conflict resolution, and active listening. About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit At PTR Global, we understand the importance of your privacy and security. We NEVER ASK job applicants to: Pay any fee to be considered for, submitted to, or selected for any opportunity. Purchase any product, service, or gift cards from us or for us as part of an application, interview, or selection process. Provide sensitive financial information such as credit card numbers or banking information. Successfully placed or hired candidates would only be asked for banking details after accepting an offer from us during our official onboarding processes as part of payroll setup. Pay Range: $30- $33/hr. W2 The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work. If you receive a suspicious message, email, or phone call claiming to be from PTR Global, do not respond or click on any links. Instead, contact us directly at View phone number on click.appcast.io. To report any concerns, please email us at View email address on click.appcast.io #J-18808-Ljbffr