Consumer Outreach Program Manager

Central Hudson•Poughkeepsie, AR

1d•$73,000 - $151,500

About The Position

A Consumer Outreach Program Manager in the Customer Experience Group is responsible for management of all aspects of the Central Hudsons Assistance Programs and Consumer Outreach support. This role interacts regularly with internal and external stakeholders to represent the company. The Consumer Outreach Program Manager ensures high-quality customer service and maximum participation in Central Hudsons Energy Affordability Program (EAP), Enhanced EAP, HEAP and other customer assistance programs. This role serves as a key liaison across departments including the Contact Center, Collections, Customer Billing, Legal, Regulatory, etc., ensuring coordinated and customer-focused resolution efforts. Key responsibilities include providing program support to Consumer Outreach in the areas of program development, enrollment, developing processes and procedures, and overall performance.

Requirements

Bachelors degree in Business Administration, Marketing, Communications, or a related field of study and professional experience in customer service, collections, consumer/community outreach or related field. In lieu of a bachelors degree, an associate’s degree in Business Administration, Marketing, Communications, or a related field of study and 3 years experience in customer service, collections, consumer/community outreach or related field. In lieu of an associates degree, a high school diploma or equivalent and 5 years of experience in customer service, collections, consumer/community outreach or related field.
Proficiency and experience with Microsoft Office Suite (e.g. Word, Excel, PowerPoint) and the ability to learn new computer software programs quickly
Excellent interpersonal and communication skills (written and verbal), with both internal and external stakeholders
Strong investigative and negotiation skills
Strong analytical, organizational, and strategic thinking skills with a high level of attention to detail
Must be able to work collaboratively in a team environment as well as independently with minimal supervision
Must be customer-focused, self-motivated, and possess strong decision-making, critical thinking skills and use good judgment
Ability to resolve concerns and issues while maintaining a professional and calm demeanor
Must be willing to work outside of normal business hours as business needs require
Valid driver’s license

Nice To Haves

Experience and/or proficiency with SAP products
Experience working in the regulated electric and/or gas utility industry
Familiarity with Home Energy Fair Practices Act (HEFPA) rules and regulations

Responsibilities

Collaborates closely with internal and external stakeholders as the Subject Matter Expert (SME) in New York State and Central Hudson only proceedings pertaining to low/moderate income customers and assistance programs.
Serves as the primary liaison for cross departmental customer needs as required for investigation, corrections and resolutions while ensuring seamless, high quality customer service
Develops, prepares and monitors reporting on the Company’s Energy Affordability Program and other assistance programs to analyze data, and recommend improvements to ensure high quality of service to customers and regulatory compliance.
Investigates and resolves customer concerns regarding billing and/or services rendered including corrections of errors when necessary and negotiations with customers to establish payment plans
Participates and attends offsite customer events to promote programs, answer questions and reinforce customer relationships
Develops and delivers employee and/or customer presentations about customer programs.
Supports special projects or high priority assignments as needed, contributing to department goals and continuous improvement initiatives
Provides support for storm restoration efforts