Customer Advocacy Coordinator II (Spanish Bilingual)

Location: Providence, Rhode Island 02907, United States; no office reporting, with day-to-day travel to customer sites and community outreach events.

Salary: $30–$33/hour on W2.

Company

hirify.global/PTR Global provides information technology and workforce solutions through consultants serving organizations across the United States and Canada.

What you will do

• Support income-eligible customers with billing and payment issues, payment agreements, LIHEAP, outage preparation, protection certification, and energy-efficiency programs.
• Build relationships with internal stakeholders, external agencies, advocacy groups, and community organizations to share information and increase program participation.
• Manage and prioritize referrals from email, vendors, call centers, field teams, and other internal channels.
• Develop tailored responses for special cases and provide customized advice in line with RI Energy policies and processes.
• Represent customers’ needs internally by collecting and analyzing feedback to inform programs and offerings.
• Represent the client at community outreach events, prepare training materials and brochures, and support the Customer Advocate team as a subject-matter resource.

Requirements

• Bilingual speaker required; Spanish preferred.
• Bachelor’s degree preferred and 3+ years of relevant customer advocacy experience.
• Demonstrated success in customer service, ideally working with low-income customers.
• Knowledge of, or ability to quickly learn, customer information systems, customer account management, financial structures, energy management, information systems management, and document management.
• Knowledge of social-service support programs for income-eligible communities and experience communicating complex program offerings to diverse participants.
• Knowledge of RI Energy’s business operations, policies, practices, relevant industry practices, legislation, and regulations.
• Proficiency in Microsoft Office, including Excel, Word, PowerPoint, and Access.
• Ability to influence outcomes, take responsibility for customer problems, monitor service quality, follow procedures, de-escalate emotional situations, use conflict resolution, and apply active listening.

Nice to have

• Understanding of fundamental low-income program concepts.
• Bachelor’s degree.
• Spanish language proficiency.

Culture & Benefits

• 12-month contract engagement with W2 employment.
• Day-to-day field travel to customer sites and periodic community Customer Assistance Expos are required.
• Full-time consultants have access to medical, dental, vision, and 401(k) benefits, PTO, sick leave, and other applicable benefits.
• Work must follow client policies, procedures, and applicable legislation and regulations.