In celebration of Customer Service Week, we are profiling several customer-facing AVANGRID team members.
This month, Angela Cole celebrates nine years with New York State Electric & Gas (NYSEG). She started as a Customer Service Representative at the NYSEG Customer Call Center. Now a Meter Reader – Collector on the Field Customer Service team, Angela gets the opportunity to meet customers out in the community and help them problem-solve in real time, many times before they reach out to her call center colleagues.
“I really enjoy interacting with my customers,” she says. “I like to hear their concerns and try to help them in any way I can to provide a positive outcome.”
As one can expect, Angela says that many customers have questions about billing, and she’s always happy to take the time to look at their bills and address their concerns. Often times, customers are frustrated with estimated bill amounts, and Angela explains why their bill may be high and can offer to go inside and take an actual reading for the customer. “They’re always happy to hear that.”
Part of Angela’s role also includes visiting customers’ homes to make a final attempt to collect payment before disconnecting their service. While that can be an upsetting experience, Angela lets customers know about all the options available to keep service on.
When not working directly with NYSEG customers, Angela loves spending time with her family—especially outdoors participating in activities like hiking, fishing and walking her dog.
“I have always loved working on the customer service side, but working in the field gives me a unique face-to-face opportunity to help our customers,” Angela says.