Customer Advocate

New Jersey Natural Gas (NJNG)

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.

Major Responsibilities

• Receive, review, code, and assign escalated customer complaints from the New Jersey Board of Public Utilities (BPU), ensuring timely and accurate processing.
• Maintain accurate tracking and documentation of customer complaints and resolution activities within applicable systems and databases.
• 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.
• Provide administrative and operational support to the Customer Advocacy team, including scheduling, document management, data entry, and maintenance of complaint records.
• Assist in the preparation of regulatory reports, correspondence, and responses submitted to the BPU.
• 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.

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.