Share this Job
Apply now »

Lead Analyst - Customer Satisfaction


Orange, CT, US



Purpose/Scope of Work:


Interface directly with local state regulatory agency consumer division to ensure all customer complaints/inquiries are resolved timely and in accordance with state regulatory rules.  Ensure all applicable operating companies (gas and electric) adhere to regulatory customer compliance.  Handle/manage other escalated customer complaints/issues deriving from: Attorney General, Legislative, Legal Aid, Executive, Internal, and others.  Work and collaborate cross-functional with supervision, managers, directors, and other stakeholders to identify opportunities and help implement service recovery measures and improved efficiencies. 


Key Responsibilities/Duties:


Act as Company Review Officer and interface with our local state regulatory agency consumer division to handle and resolve customer specific complaints/inquiries across applicable gas and electric operating companies related and not limited to: collections, billing, metering, and service.


Conduct in-depth investigations/reviews of customer complaints/inquiries and render timely decisions/resolutions (verbal and/or written) to the customer and/or regulating body or other.


Collaborate with departments across the company to identify areas of improvement and/or opportunity, and help develop mitigation strategies that improve the customer experience.


Directly support and assist with the development of collections strategies to minimize bad debt expenses. 


Plan and execute activities that will reduce the reasons for customer complaints.


Actively participate and represent the Company on assigned internal/external activities, and/or meetings. 

Facilitate and lead the development and documentation of customer service processes/procedures to ensure best practices and regulatory compliance.

Manage, document, track, and maintain all customer related complaints/inquiries handled/resolved for all applicable gas and electric operating companies.  Adhere to timely reporting requirements

Note: The above Key Responsibilities/Duties are not intended to be all inclusive. Employees in this position may be required to perform other related aspects of the job not listed above as assigned by the supervisor/manager.

Skills and Requirements

-Strong interpersonal, analytical, leadership skills,

-Excellent written and verbal communication skills.

-Working knowledge of excel and word


-5 to 8 years of experience working in customer service environment and/or regulatory arena.

-Knowledge of business practices and regulatory rules/requirements

-Demonstrated facilitation/project management skills

Required Education: High School graduate; Bachelor’s degree is preferred. 



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. Learn more about equal employment by following this link

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 Human Resources department at 203-499-2777 or

Nearest Major Market: New Haven
Nearest Secondary Market: Hartford

Apply now »
Find similar jobs: