RG&E hires virtual customer service employees to assist with billing issues, reduce wait times
Rochester Gas & Electric and New York State Gas & Electric recently announced the graduation of their first class of 33 virtual customer service employees, who will help with billing issues and reduce wait times for call center customers, according to company officials.
In a statement, Patricia Nilsen, president and CEO of RG&E and NYSEG, said the new hires are part of the companies' broader efforts to prioritize customer care.
"These new employees understand that customer service is a top priority for our companies, and that they represent our commitment to serve with every conversation they have with our customers," she said.
In January, the utilities had announced that they would allow certain customer care representatives to work from home to create greater flexibility and attract more applicants. The latest staffing effort also includes virtual training for new employees. The utilities plan to hire more virtual workers throughout the year.
The companies also plan to increase staffing in the billing department and install new smart meters in areas with a history of billing problems, officials said.
RG&E billing issues coverage
RG&E to install 26K smart meters in Rochester region. Here's where
New president of RG&E and NYSEG opens up about billing issues, public outcry
Unsure how to complain about RG&E, NYSEG energy bill? Here's who to call.
What does that term mean? How to read your utility bill from NYSEG, RG&E
A $345 utility bill became $68,000 as NYSEG, RG&E confront billing fiasco. What happened?
This article originally appeared on Rochester Democrat and Chronicle: RG&E, NYSEG adds more customer service workers to address complaints
