Company Summary Statement Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today. Overview The Senior Analyst - Compliance Programs will be an integral part of the Customer Gas Connections Team and work directly with Commercial and Residential customers that request new gas connections in Rhode Island. The purpose of this role is to be the first point of contact for the customer and provide information and clarity on how to apply for a Gas Service and prescreen the customer to see if gas service is feasible. They will clearly guide customers through the gas connection process, work with the teams that plan and safely install the new gas service, resolve customer issues, and implement new and better ways to improve customer trust and ease. Responsibilities + Act as the primary point of contact for Commercial and Residential customers. Provide clear communication, resolve customer issues, and ensure new customer services are delivered throughout the Customer Gas Connection process. + Determine customer needs by running models to determine gas pip size and costs. + Accurately process customer requests in work request system and billing systems. + Manage customer projects through the end-to-end process to deliver a seamless experience to RI Energy customers. + Learn the Commercial and Residential gas service construction process and educate customers about the process. + Provide excellent customer service, predict customer needs and deescalate customer issues. + Process gas service level agreements, invoices, use multiple data tracking systems, learn new data systems. + Develop and maintain effective relationships with other business process owners and at a local level to support the fulfillment of customers’ requests. This includes attending local/virtual planning or construction meetings and finding effective ways to resolve Commercial and Residential customer issues or processes. + Identify and implement ways to improve customer trust and ease, expedite the customer process and create operational efficiencies. Use a process excellence approach to communicate concerns, identify causes and develop and implement countermeasures. + Support team outcomes including cross-training on other team responsibilities, assist or lead analysis or reporting, lead process improvements, represent team in cross-functional meetings. **More Information** This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position, gaining experience, expertise and acquiring and applying technical skills. Qualifications **Basic Qualifications** + Bachelor’s degree required + 5 years of experience with Bachelor’s degree + 7 years of experience with Associate’s degree + High School education; 9+ years of experience in a customer-facing electric or gas role, design, or construction role, or 7+ years of customer service + Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems and concerns. + Possesses solid understanding of RI Energy’s electric or gas business, policies from a residential or commercial perspective. + Adept at software necessary for data entry. **Work Environment** RI Energy currently has a hybrid work plan. The successful candidate will be allowed to work remotely from home but must be willing to come into the office as required or upon request as well as perform site visits to customer facilities when needed to properly evaluate site conditions to determine the best installation solution for the customer. All software and customer calls are available via laptop which will be supplied to you. Broadband internet is required at your home. Microsoft Teams and Zoom are used to connect virtually with the team and with colleagues. RI Energy has a health and safety plan in place and the position may be required in person at either our Melrose St or Dexter St locations in Providence, RI. **Basic Qualifications** + Bachelor’s degree required + 5 years of experience with Bachelor’s degree + 7 years of experience with Associate’s degree + High School education; 9+ years of experience in a customer-facing electric or gas role, design, or construction role, or 7+ years of customer service + Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems and concerns. + Possesses solid understanding of RI Energy’s electric or gas business, policies from a residential or commercial perspective. + Adept at software necessary for data entry. **Work Environment** RI Energy currently has a hybrid work plan. The successful candidate will be allowed to work remotely from home but must be willing to come into the office as required or upon request as well as perform site visits to customer facilities when needed to properly evaluate site conditions to determine the best installation solution for the customer. All software and customer calls are available via laptop which will be supplied to you. Broadband internet is required at your home. Microsoft Teams and Zoom are used to connect virtually with the team and with colleagues. RI Energy has a health and safety plan in place and the position may be required in person at either our Melrose St or Dexter St locations in Providence, RI. + Act as the primary point of contact for Commercial and Residential customers. Provide clear communication, resolve customer issues, and ensure new customer services are delivered throughout the Customer Gas Connection process. + Determine customer needs by running models to determine gas pip size and costs. + Accurately process customer requests in work request system and billing systems. + Manage customer projects through the end-to-end process to deliver a seamless experience to RI Energy customers. + Learn the Commercial and Residential gas service construction process and educate customers about the process. + Provide excellent customer service, predict customer needs and deescalate customer issues. + Process gas service level agreements, invoices, use multiple data tracking systems, learn new data systems. + Develop and maintain effective relationships with other business process owners and at a local level to support the fulfillment of customers’ requests. This includes attending local/virtual planning or construction meetings and finding effective ways to resolve Commercial and Residential customer issues or processes. + Identify and implement ways to improve customer trust and ease, expedite the customer process and create operational efficiencies. Use a process excellence approach to communicate concerns, identify causes and develop and implement countermeasures. + Support team outcomes including cross-training on other team responsibilities, assist or lead analysis or reporting, lead process improvements, represent team in cross-functional meetings. **More Information** This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position, gaining experience, expertise and acquiring and applying technical skills. Remote Work The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers. Equal Employment Opportunity Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.