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Analyst - Customer Satisfaction


Rochester, NY, US Binghamton, NY, US



Responsible for resolving customer complaints registered with the Public

Service Commission (PSC), received in Customer Assistance or through direct customer contact. Develops and implements policies and programs responsive to Company and customer needs.


MAJOR ROLES AND RESPONSIBILITIES :(% of Time,Primary / Secondary)

Acts as a regional liaison to PSC and division offices.(20%)

Handles escalated customer contacts, executive correspondence, PSC contacts and PSC complaints (40%)

Provides coaching and training of company employees on policies, procedures and customer satisfaction issues.(15%)

Prepares and analyzes reports documenting the activities of the PSC and direct customer complaints.(20%)

Coordinates requests from consultants with local and corporate contacts.(5%, S)

Skills and Requirements

Negotiation skills.

Good verbal and written communication skills.

Able to work on multiple projects simultaneously.

Strong presentation and facilitation skills.


Education & Experience Required:


Bachelor’s Degree preferred. Associates Degree with a minimum of 3 years relevant experience or High School/GED with a minimum of 5 years relevant experience required.

Thorough knowledge of customer service, credit collection policies and procedures, accounting HEFPA, Public Service Law, CIS+, company tariff, and engineering.

Knowledge of company computer applications, customer relations, and operations.



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: Rochester

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