Customer Advocate

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New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources, is seeking a Customer Advocate to support the resolution and administration of escalated customer concerns, serving as a critical liaison between customers, regulatory agencies, and internal business partners. The Customer Advocate is responsible for investigating and coordinating the timely resolution of complaints, ensuring accurate documentation, effective communication, and compliance with all applicable regulatory requirements, including those of the New Jersey Board of Public Utilities (BPU). The ideal candidate brings strong problem-solving abilities, exceptional interpersonal skills, and a commitment to delivering a positive customer experience while balancing customer needs and company policies. This position also provides operational and administrative support to the Customer Advocacy Supervisor and contributes to the accurate tracking, reporting, and management of customer complaints.

Major Responsibilities:

• Receive, review, code, and assign escalated customer complaints from the New Jersey Board of Public Utilities (BPU), ensuring timely and accurate processing.
• Monitor complaint workflows and resolution activities to ensure all cases are addressed within regulatory and company-established timeframes.
• Coordinate with internal departments and business partners to obtain case updates, facilitate investigations, and drive timely complaint resolution.
• Assist in the preparation of regulatory reports, correspondence, and responses submitted to the BPU.
• Provide administrative and operational support to the Customer Advocacy team, including scheduling, document management, data entry, and maintenance of complaint records.
• Maintain accurate tracking and documentation of customer complaints and resolution activities within applicable systems and databases.
• Support the development, implementation, and continuous improvement of customer advocacy processes, procedures, and reporting tools.
• Build and maintain effective working relationships with customers, regulators, and cross-functional business partners to ensure concerns are addressed professionally and efficiently.
• Participate in team meetings and cross-functional discussions to support customer advocacy initiatives and promote positive customer outcomes.
• Communicate complaint resolutions and case updates to customers with professionalism, empathy, and clarity.
• Monitor the Consumer Action Helpline during regular business hours, responding to inquiries and escalating matters as appropriate to ensure prompt resolution.
• Perform additional duties and responsibilities as assigned in support of departmental and organizational objectives.

Position Requirements:

• Bachelor's degree preferred; Associate degree or equivalent combination of education and experience will be considered.
• Minimum of 1-3 years of relevant professional experience required.
• Prior experience within a regulated utility environment is preferred.
• Demonstrated experience providing customer or constituent support, including managing phone and email communications with professionalism, empathy, and responsiveness.
• Strong attention to detail with the ability to organize, prioritize, and manage multiple assignments in a fast-paced environment.
• Excellent interpersonal, written, and verbal communication skills with the ability to build effective working relationships across all levels of the organization.
• The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.

Location type is Hybrid, 3 days onsite, 2 days remote.

Other Details:

Compensation: Expected base pay range for this role will be $50,000- $67,500.

Base pay is based on several factors including, experience, skills, and knowledge.

This role will be eligible to participate in an annual short term incentive program.

Benefits That Support You

• Day one medical coverage, including prescription, vision and dental plans, so you're supported right away.
• Our 401(k) plan has a generous company match to help you invest in your future.
• Direct Stock Purchase Plan (with optional payroll deduction for employees).
• Wellness perks, including free on and off site fitness centers and other programs to keep you feeling your best.
• A confidential Employee Assistance Program to support your wellbeing.
• Professional development and tuition reimbursement to help grow your skills and advance your career.
• Vacation and company-paid holidays, so you can rest and recharge.
• Flexible work arrangements with many roles offering hybrid options based on job responsibilities and business needs.

New Jersey Resources is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.