|
Customer Assistance |
|
Director - O&R |
Provides
overall direction and strategic planning for the Customer Assistance
Department. |
| Manager |
Manages the administrative
function of the Customer Service Department. Manages the front
line supervisors in the Customer Service and Customer Accounting
departments. |
| Senior Supervisor -
Customer Assistance |
Plans, directs and controls
activities of the Customer Assistance staff to meet the operational
needs and goals of the department |
| Senior Specialist |
Provides support for technology
associated with the Call Center and customer care working to meet
the operational needs and goals of the department. |
| Supervisor Ops Supervisor |
Plans, directs and controls
activities of the Customer Assistance staff to ensure accurate
and timely completion of all customer related inquiries. |
| Supervisor |
Facilitates all departmental
training for the customer service representatives. |
| Computer Analyst |
Administers and maintains multiple
call center databases. Designs, develops and analyzes reports
that provide summary information. |
| Unit Manager |
Responsible for all aspects
of the Customer Accounting functon which inclues meter reading,
billing, cash processing and field collection. |
| Customer Meter
Operations |
| Director - O&R |
Plans, directs
and controls the field operations activities including cycle meter
reading, non-cycle meter activities, credit and collections, as
well as Meter Test and Revenue Protection activities. |
| Manager |
Manages day-to-day
operations of Customer Meter Operations activities for a designated
geographic area and ensures all corporate objectives, policies
and regulatory requirements are met. |
| District Manager |
Directs all Customer Meter Operations subordinate personnel to work
productively, efficiently, and safely in completing
assigned tasks. |
| Specialist |
Provides technical support related
to electric metering, translation systems, and various communication
technologies used for data retrieval. |
| Computer Analyst |
Provides technical support for
all operations related to data translation. Implements and coordinates
all system upgrades related to any facet of the translation system. |
| System Analyst |
Provides technical support for
all operations related to data translation. Implements and coordinates
all system upgrades related to any facet of the translation system. |
| Senior Engineer |
Responsible for the management of the Electric Meter Operations. The
operations will be administered to meet
Corporate objectives and the performance
of the job duties wil be in accordance
with Company policies and the appropriate
governmental rules and regulations with
the manager executing such duties. |
| Operating Supervisor |
Directs the Customer Meter Operations
personnel for a designated geographic area. Ensures the safe,
courteous, accurate and efficient performance of field activities
including cycle meter reading, non-cycle meter activities, credit
and collections, as well as Meter Test and Revenue Protection
activities. |
| Customer Ops Supervisor |
Plans, directs and controls
activities of weekly employees in performance of field related
activities including cycle meter reading, non-cycle meter activities,
credit and collections, as well as Meter Test and Revenue Protection. |
| Customer Information
Management System |
| Section Manager |
Supervises all levels of systems
development for the customer service systems. Plans, controls
and directs development activities, including all phases of system
design, programming and implementation. |
| Specialist |
Responsible for working with
the Programmer Analyst Lead and handling the requirements for
functional enhancements to CIMS. Responsible for coordinating
with users regarding their needs for the ongoing functional development
of CIMS and peripheral systems including maintenance, non-discretionary
and discretionary enhancements. |
| Associate Specialist |
Responsible for working with
the Programmer Analyst Lead and handling the requirements for
functional enhancements to CIMS. Responsible for coordinating
with users regarding their needs for the ongoing functional development
of CIMS and peripheral systems including maintenance, non-discretionary
and discretionary enhancements. |
| Customer Support
Operations |
| Section Manager |
Manages Company accounts receivable
processes, overseeing the escalated complaint process and assuring
high quality services are provided. |
| Unit Manager |
Manages the activities of the Credit and Collections department, including
the active and final accounts receivables
and uncollectibles, the final bill collection
and bankruptcy processes, and the management
of outside collection agency function.
Ensure that all credit and collection
parctices and procedures are compliant
with NY, NJ and PA regulations. |
| Unit Manager |
Manages the daily activities
of the Executive Communications Department in the resolution of
customer inquiries and complaints referred to the Company by the
state regulatory agencies in NY, NJ and PA. |
| Analyst |
Researches and analyzes customer
inquiries and complaints received by state regulatory agencies,
or through senior management. |
| Administrator |
Oversees the collection activities
of the department's special account representatives, including
training, distribution and control of all collection activity
for all account receivables with 90 days plus arrears balances. |
| Analyst |
Responsible for the analysis
and reporting of credit related operating deficiencies and the
collection of special accounts. |
| Manager |
Directs, plans and controls
a corporate-wide customer quality improvement program to track
efforts and results of Quality Improvement Teams and report on
progress. Ensures the corporation is effectively and efficiently
responsive to all customer concerns. |
| Associate Analyst |
Responsible for establishing
monitoring reports to help monitor both system and/or personnel
performance levels, customer survey evaluation and analysis reports. |
| New Business |
| Director - O&R |
Responsible for the planning
and directing of New Business department to meet the requirements
of all residential, commercial and industrial customer service
applications. |
| New Business |
| Section Manager |
Manages the New Construction
Department which is responsible for gas marketing as well as the
coordination of installation of electric and/or gas facilities
to new and existing commercial/industrial and residential customers
by analyzing construction site conditions and load requirement
data to determine needs to meet the service requirements of the
project, cost involved, and to ensure that the customer is familiar
with billing procedures, service classification information and
applicable codes and specifications. |
| Manager |
Responsible for the timely and
accurate completion of department work assignments involving the
installation of electric and/or gas facilities to new and existing
commercial/industrial and residential customers. Provides assistance
and guidance to employees by completing a review of work assignments
for accuracy, completing periodic field visits and reviewing customer
feedback. Identifies employee training needs and plans and coordinates
training requirements. |
| Customer Project Manager A |
Responsible for the coordination
of installation of electric and/or gas facilities to new and existing
commercial/industrial and residential customers by analyzing construction
site conditions and load requirement data to determine needs to
meet the service requirements of the project, cost involved, and
to ensure that the customer is familiar with billing procedures,
service classification information and applicable codes and specifications. |
| Customer Project Manager B |
Responsible for the coordination
of installation of electric and/or gas facilities to new and existing
commercial/industrial and residential customers by analyzing construction
site conditions and load requirement data to determine needs to
meet the service requirements of the project, cost involved, and
to ensure that the customer is familiar with billing procedures,
service classification information and applicable codes and specifications. |
| Customer Project Manager B |
Marketing, sales and coordination of the installation of natural gas
facilities to new and existing commercial/industrial and residential customers by performing cost benefit
analyses, analyzing load requirements, and evaluating construction site conditions to determine needs
to meet the service requirements of the project, costs involved, and to insure that the customer is
familiar with billing procedures, service classification information and applicable codes and specifications. |
| Representative |
Under the direction and guidance of a Project Manager, is
trained in the coordination
and installation of electric
and/or gas facilities
to new and existing commercial/industrial
and residential customers. |
| Engineer |
Provides assistance to major
commercial and industrial customers pertaining to electric and
gas load requirements, energy systems, power quality and installation
of electric and gas facilities. |
| Engineer - O&R |
Provides assistance to new and
existing commercial/industrial and residential customers pertaining
to electric and gas load requirements, energy systems, power quality
and installation of electric and gas facilities within both Northern
and Eastern divisions. |
| Associate Analyst |
Investigates, processes, and
directs all customer inquires and interdepartmental requests including
field investigations and referrals associated with customer service,
new business and Marketing functions. |
| Large Power |
| Manager |
Responsible for overseeing and
providing technical guidance to major new and existing commercial
and industrial customers pertaining to electrical and gas load
requirements, energy systems and pertinent marketing and demand
side management programs. Responsible for instituting the order
for safety standards. |
| Customer Energy Services |
| Director - O&R |
Plans, directs and controls
the activities of the Retail Access and Energy Services departments. |
| Project Director - O&R |
Manages, directs and provides
technical expertise and support in the development and implementation
of corporate policy to ensure Demand-Side Management (DSM) regulatory
compliance and cost recovery as well as additional related customer
services. |
| Senior Manager - O&R |
Manages the plan and directs
the implementation and administration of all gas (firm and interruptible)
transportation, and electric retail access processes. |
| Specialist |
Assists in the implementation
of all aspects of gas (firm and interruptible) transportation
and electric retail access programs. |
| Specialist |
Develops and implements energy
management and marketing programs. |
| Specialist |
Assists in implementing all
aspects of the gas and electric retail access programs as they
apply to the Company, customers, marketers, and regulatory agencies. |
