Careers at Citizens Energy Group

We have a career opportunity for a Billing and Receivables Management Supervisor to join our team! The successful candidate will ensure operational responsibilities are met by providing leadership, direction and support for the billing and receivables management functions of the Gas, Thermal, Water and Wastewater utility operations.  The supervisor serves as a coach, mentor, teacher, and role model for the associates in Billing and Receivables Management. The supervisor advances the goal of continuous improvement by monitoring key work processes to find and implement solutions to improve and streamline procedures directly impacting customers and customer satisfaction. The Billing and Receivables Management Supervisor reviews daily work assignments and backlogs to adjust resources to ensure critical processes are completely timely.

The successful candidate will develop, prepare, analyze, and implement state regulatory filings for all of Citizens Energy Group's regulated utilities (gas, steam, water, wastewater) (Regulated Utilities). Designs and maintains financial models to forecast the Regulated Utilities' gas and fuel costs. Assists with the implementation of strategies for the Regulated Utilities' rates and regulatory affairs. Provides input to overall coordination of general rate case proceedings and other regulatory filings; reviews and summarizes federal and state regulatory actions to determine impact upon the Regulated Utilities; and performs analyses pertaining to the Regulated Utilities' financial position. Gathers, analyzes, and interprets large amounts of data using various analytical tools. Works on various project teams, either as lead, or in a supporting role. Works across various departments to accomplish tasks by coordinating information requirements. Demonstrates ability to set priorities, balance multiple projects, and meet deadlines.

We have a career opportunity for an Associate Laboratory Analyst to join our team! The successful candidate with direct supervision, performs a variety of complex chemical, biological, and physical tests of water and wastewater, including samples for process control and compliance, as necessary and required for research, development, or quality control. Compiles and maintains data and other records required for reports. Assists in special studies in the laboratory and in the field. Adheres to all work practices, policies, and procedures.

We have a career opportunity for a Contact Center Supervisor to join our team! The successful candidate will perform the role of coach, teacher, planner and administrator for direct reports, and provides appropriate opportunities to ensure employee engagement (i.e. education, training, performance management, advancement opportunities, etc.). The Supervisor works in collaboration with functional and cross-functional teams, peers, direct reports, and management to advance the goal of continuous improvement by identifying problems and finding solutions to improve and streamline processes directly impacting customers and customer satisfaction.

We have a career opportunity for a Developmental Customer Case Management Associate to join our team! The successful candidate will research, investigate, and respond to issues, complaints and disputes to drive satisfaction of customers that cannot be resolved quickly by Contact Center agents. Customer Case Management takes ownership for resolving customer inquiries and requests such as refunds, high bill inquiries, and billing adjustments in a timely manner. Customer Case Management personnel will monitor and manage the number of cases to ensure completion in a timely manner and will work with other areas to collaboratively resolve issues as needed. Proactive and resourceful problem solving is required to resolve customer problems others were unable to resolve.  Must be able to define problems, collect data, establish facts, and draw valid conclusions from a variety of sources. Customer Case Management takes ownership for end-to-end resolution of customer problems. Communicates regularly (verbally and via email) with supervisors, managers and customers to close the loop on issues in the case tracking tool. Communication is by phone. Key Responsibilities & Expectations Monitor and respond to case requests for customer issues within established timelines. Resolves customer problems by applying understanding of billing, revenue assurance and shared field services processes. Interacts with customers regularly to seek clarification, address issues, provide progress updates and review actions taken for resolution. Coordinates with internal resources such as the Customer Billing Services, Revenue Assurance, Accounting and Shared Field Services to resolve customer inquiries and move to resolution. Ensures customer satisfaction using advanced customer service skills and in-depth knowledge of services and processes. Identify the root cause of disputes and resolve systemic causes such as account set ups, rating system program, etc. Follow up to ensure corrections have intended results. Provides feedback to departments and front-line leaders about how problems have been resolved. Communicate all findings and recommend continuous improvement solutions in order to implement solution to prevent future issues. Required Qualifications High School Diploma or GED or any combination of education and experience which would provide an equivalent background. Proven call center experience. Utility experience. Proficiency in Microsoft Office applications. Strong analytical, root cause analysis and problem-solving skills. Must have excellent written and verbal communication skills. Excellent customer service skills internally and externally. Post-secondary education in a business or technology related curriculum preferred. Citizens Energy Group offers competitive salary and benefits including Health, Dental & Vision Defined Benefit Pension Plan 401(k) Retirement Plan with company match Short-Term Incentive Plan (STIP) Health Savings Account (HSA) with company contribution Wellness Program Adoption and tuition assistance Employee Credit Union PTO and Paid Holidays If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career!

We have a career opportunity for a Developmental Quality Assurance Associate to join our team! The successful candidate will work closely with project managers, developers, and business owners to understand the desired outcome of CIS and CIS interfacing application modifications. Prepare test cases to ensure systems are functioning properly after implementation to avoid issues that would present problems for users of the system. Perform system integrated testing, user acceptance testing, and post implementation validation. Thoroughly document and report system issues and consult with system developers to resolve the issues. Provide support, such as troubleshooting issues and answering functional questions, to all users of the application after implementation. Assists in the development and execution of application and process performance reporting. Assists in the development of process, system, and training documentation. Key Responsibilities & Expectations Review requirements and design documentation for system modifications and prepare test cases to address all requirements. Perform system integrated testing, user acceptance testing, and post implementation validation for CIS and CIS interfacing application modifications. Thoroughly document and report system issues and consult with system developers and business owners to resolve the issues. As the subject matter expert of CIS and CIS interfacing applications, provide support to business areas by assisting in the creation of training material, troubleshooting production issues, and assisting in the development of new process improvements. Assist in preparing performance reports to be used by the Performance Assurance Data Analyst. Qualifications and Requirements High school diploma, preferably with some academic study centered around business concepts and/or computer science Advanced knowledge of Microsoft Excel, Word, PowerPoint, SharePoint, and Access Strong written and verbal communication skills Self-motivated with the ability to work under pressure and to tight deadlines Ability to work on multiple projects simultaneously and manage task priorities Excellent problem-solving skills 5+ years of billing, credit and/or customer service experience preferred. Experience in end-user application software testing preferred. Citizens Energy Group offers competitive salary and benefits including Health, Dental & Vision Defined Benefit Pension Plan 401(k) Retirement Plan with company match Short-Term Incentive Plan (STIP) Health Savings Account (HSA) with company contribution Wellness Program Adoption and tuition assistance Employee Credit Union PTO and Paid Holidays If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career! Pay grade: 06 Job Posting Deadline: 03/31/2021 Citizens is a drug-free, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

The successful candidate transports equipment and materials to assigned locations. Primarily operates all mechanical equipment necessary to enable the installation and maintenance of pipelines, valves, hydrants, services and appurtenances. Maintain prescribed records and reports for equipment.

The successful candidate will read customer gas and water meters according to scheduled routes. Records readings on a hand-held computer. Watches for, investigates, and reports any gas and/or water leaks or other irregularities in meter service or Citizens Energy Group facilities. Works directly with customers to gain access to meters, resolve reading issues, and answers questions. Maintains a high read accuracy rate and read completion rate while minimizing customer inconvenience and complaints.

We have a career opportunity for a Part-Time Customer Support Associate to join our team! The successful candidate handles customer inquiries received via various methods: chat, phone, social media, correspondence, web, and email. Inquiries include, but are not limited to: bill review, budget enrollments, deposit calculations, account status updates and/or changes, historical consumption information, letter of credit requests, refund requests, Energy Assistance Program qualifications assistance, payment arrangements, submitting claims, research payment posting issues, document and seeks resolutions for customer complaints, and identifies and communicates any issues experienced by the customer and/or the associate to ensure a timely resolution.

The successful candidate under indirect supervision, and on assigned shifts, the Utility Helper will perform any of the following basic water and gas functions; off orders or cathodic protection reads or ERT installations or meter verifications or meter paints. You could work with other utility personnel as part of a crew.