Estimated Length: 12 months Monday - Friday 8:00am – 4:00pm 

Region: 1 (Albany); 7 (New York); Any (remote)
Lot: 1 – Office Worker Occupations – Executive Secretaries & Administrative Assistants
Job Titles: Executive Secretaries & Administrative Assistants
Location: Albany; New York City; remote
Duration: Up to 12 months from the date of contract award
Hours: 7.5 hours/day; 37.5 hours/week
Days of the Week: Monday – Friday
Shift: 8:00am – 4:00pm (30-minute lunch) (some flexibility)
Estimated Start Date: February 1, 2024
Part Time / Full Time: Full Time; part time may be available
Overtime Required: No
Work on NYS Holiday: No
Travel Required: No
Resumes Required: Yes

Requirements

Client seeks a vendor to assist in the processing, investigation, and resolution of utility consumer complaints. There are two distinct sets of tasks that the vendor will be required to perform related to processing, reviewing and resolving these complaints: 1) Intake and 2) Analysis. It is anticipated that the “Executive Secretaries & Administrative Assistants” title would be appropriate for the Intake work.

Additional specifications, qualifications, experiences or skill level: The duties, skills, and minimum qualifications associated with the Intake work are as follows:
General Duties
• Conduct in-person and telephone interviews and review written submissions from utility customers for the purpose of initiating a complaint investigation against a utility service provider or responding to a customer’s question about their utility service, Department policies and programs, or NYS laws, rules, and regulations regarding utility service.
• Gather and record information required to respond to a customer complaint or inquiry using a customer relationship management system; identify errors in billing, rates, timeliness, and adequacy of service or improper practices; and instruct the service provider to produce information and records and take appropriate action.
• Advocate for customers who may need assistance paying bills and negotiating deferred payment arrangements.
• Negotiate and mediate the resolution of disputes between utility providers and customers.
• Communicate with customers to inform them of the determination of the complaint investigation and advise them of what further steps may be taken to pursue their case.
• Correspond with utility customers by mail, email and phone to acknowledge receipt of their complaint and to convey information requests about and decisions of their complaint.
Minimum Skills and Qualifications
• These tasks can be addressed by administrative assistants with some ability to understand and interpret New York State statutes and regulations.
• Strong interpersonal and oral and written communication skills.
• Basic computer skills including data entry and use of the Microsoft Office suite.
• High School Diploma or equivalent.
Desired Skills and Qualifications
• Experience investigating customer inquiries and complaints as a customer service representative or responding to customer inquiries in a call center environment.
• Experience conducting investigations involving energy, telecommunications, or water service.
• Experience using a customer relationship management system.
• College degree (Associates or Bachelors).

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