Consumer Outreach Program Manager

What is a Consumer Outreach Program Manager?

A Consumer Outreach Program Manager in the Customer Experience Group is responsible for management of all aspects of the Central Hudsons Assistance Programs and Consumer Outreach support. This role interacts regularly with internal and external stakeholders to represent the company.  The Consumer Outreach Program Manager ensures high-quality customer service and maximum participation in Central Hudsons Energy Affordability Program (EAP), Enhanced EAP, HEAP and other customer assistance programs.  This role serves as a key liaison across departments including the Contact Center, Collections, Customer Billing, Legal, Regulatory, etc., ensuring coordinated and customer-focused resolution efforts. Key responsibilities include providing program support to Consumer Outreach in the areas of program development, enrollment, developing processes and procedures, and overall performance. 

What does a Consumer Outreach Program Manager do?

• Collaborates closely with internal and external stakeholders as the Subject Matter Expert (SME) in New York State and Central Hudson only proceedings pertaining to low/moderate income customers and assistance programs.

• Serves as the primary liaison for cross departmental customer needs as required for investigation, corrections and resolutions while ensuring seamless, high quality customer service

• Develops, prepares and monitors reporting on the Company’s Energy Affordability Program and other assistance programs to analyze data, and recommend improvements to ensure high quality of service to customers and regulatory compliance.

• Investigates and resolves customer concerns regarding billing and/or services rendered including corrections of errors when necessary and negotiations with customers to establish payment plans

• Participates and attends offsite customer events to promote programs, answer questions and reinforce customer relationships

• Develops and delivers employee and/or customer presentations about customer programs.

• Supports special projects or high priority assignments as needed, contributing to department goals and continuous improvement initiatives

• Provides support for storm restoration efforts

What does it take to be a Consumer Outreach Program Manager?

Required:

• Bachelors degree in Business Administration, Marketing, Communications, or a related field of study and professional experience in customer service, collections, consumer/community outreach or related field. In lieu of a bachelors degree, an associate’s degree in Business Administration, Marketing, Communications, or a related field of study and 3 years experience in customer service, collections, consumer/community outreach or related field. In lieu of an associates degree, a high school diploma or equivalent and 5 years of experience in customer service, collections, consumer/community outreach or related field.

• Proficiency and experience with Microsoft Office Suite (e.g. Word, Excel, PowerPoint) and the ability to learn new computer software programs quickly

• Excellent interpersonal and communication skills (written and verbal), with both internal and external stakeholders

• Strong investigative and negotiation skills

• Strong analytical, organizational, and strategic thinking skills with a high level of attention to detail

• Must be able to work collaboratively in a team environment as well as independently with minimal supervision

• Must be customer-focused, self-motivated, and possess strong decision-making, critical thinking skills and use good judgment

• Ability to resolve concerns and issues while maintaining a professional and calm demeanor

• Must be willing to work outside of normal business hours as business needs require

• Valid driver’s license

Preferred:

• Experience and/or proficiency with SAP products

• Experience working in the regulated electric and/or gas utility industry

• Familiarity with Home Energy Fair Practices Act (HEFPA) rules and regulations

Applications will be accepted until March 11, 2026

This position has a career path which allows for advancement opportunities within a job series.  The title and level are commensurate with experience.

Pay range: $73,000 - $151,500

Please go to https://www.cenhud.com/employment. Click the “Search Career Opportunities” button. Follow the directions to submit an application and upload your resume for the desired position.

Applications sent via e-mail and US Mail will not be accepted.  No phone calls or agencies, please.  All replies will be held in strict confidence.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, creed, color, ethnicity, arrest or conviction record, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, citizenship, genetic information, familial status, marital status, pregnancy-related condition, domestic violence victim status, veteran or military status, or any other characteristic protected by federal, state or local laws. Central Hudson Gas & Electric Corporation takes affirmative action in support of its policy to employ and advance employment in individuals who are protected veterans and individuals with disabilities.

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