Con Edison Adds Credit Card Payment Option to Field Services

To provide a convenient payment option and promote a safer environment for field representatives, Con Edison recently began accepting credit card payments in the field. This option reduces the amount of cash utility representatives need to carry, which has been a longtime employee concern, and promotes a better customer experience. Attend this session to learn how Con Edison is overcoming logistical challenges through employee and customer feedback and system integration and get a sneak peek at the utility’s initial results, customer and employee feedback, and lessons learned from the early days of the launch.

Speakers:

Raymond Joseph, MBA – Billing Delivery Operations Section Manager, Con Edison

Ray has extensive mid-level managerial experience in Customer Operations, CIS, Digital Analytics, Output Billing, E-delivery, and Digital Archiving. During past 5 years, he has successfully managed and implemented cost management and process improvement initiatives, achieving millions of dollars in sustainable operation savings. Ray is a Subject Matter Expert in back office functions, including digital document workflow expert, work management applications for systems, including Customer Service functions such as CIS, CAS & CSS systems, vendor management, USPS logistics and regulations, Move Update, IMB Fill Service, presort software, and data to mail processing software/hardware, as well as developing digital strategies that increase various billing & payment digital channel net adoption rates.

Jonathan Feld, Billing & Payments Project Specialist, Con Edison

Jon is a customer service professional with more than 10 years of experience, specializing in customer experience initiatives, project management, outsourcing services, and quality assurance. Jon is a subject matter expert with customer service operating procedures, customer information systems (CIS), call center management, customer accounting, collections and payment processing, and public service law and regulations. Jon has successfully created and implemented multiple projects, as well as innovating current processes that have led to improved customer experience and cost savings.

 

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