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PPL Corporation Documentation and Communication Specialist in Providence, Rhode Island

Company Summary Statement

Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.


Reporting to theLeader ofCustomer Service(CS)Operations Support,the Documentation and CommunicationSpecialistisresponsible forthe development and execution oftheRhode Island Energy’Customer Service Training curriculum, ensuring employees arefully equippedto deliver abest-in-classcustomer experience.This individual willcreate new,and improve upon existing,training resourcesand assetsincludingInstructor Led Training (ILT) modules, standard operating procedures, job aids,assessmentsand supportingprogram executioninformation.Also,this individual will be responsible foridentifying andcontinually driving enhancements to trainingmaterialbased on program effectiveness andevaluations, in alignment withevolving organizational priorities and strategy. Additionally, this role is responsible for all customer communication.


  • Collaborate cross-functionally todesign and implement operational best practice processes, cultivating and institutionalizing a continuous improvement culture and mindset within CS and ensuring compliance withRIEpolicies and procedures.

  • Develop and maintain collaborative relationships with business process owners and product teams to support change and innovation and the successful deployment of continuous improvement culture

  • Responsible for creating/updating and maintaining process documentation (SOPs, Process Flows, Work Instructions) as the AgentPortal is developed and implemented

  • Willwork closely with department leadership and subject matter experts (SMEs) to understand currentprocesses and develop documentation in compliance w/ regulatory guidelines

  • Ensure consistencyacross documentationand products and drive a thoughtful user experience

  • Challenge existing processes and continuously seek ways to drive consistency, standardization and best practices in order to streamline processes, drive efficiencies, create value, and create a continuous improvement mindset and culture

  • Ensure documentation integrity andconsistency of documentation practice

  • Design new and improve existingCS operational procedures, job aids, and maintain a sustainable governance process for periodic reviews and updates.

  • Remains up to datewith,and leverages,the latestprocess improvementmethodsandpractices

  • Support training initiatives by creating documentation outlining processes in a clear, succinct, and easy to understand manner

  • Identify relevant changes for assigned departments based on process changes in other areas of the business

  • Buildsstrong internal and external relationships to gain and share best practice insight.

  • Emergency and storm rolecommitment;a special assignmentduring storm eventsand other emergencies when the company needs to restore power or respond to other issues affecting customer service.

  • The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction, vendor training,and coordination of work amongst teams.


Education/ Experience

  • Bachelor’sdegree

  • At leastfiveyearsofProcessdocumentation & Communicationexperience

  • Ability toabsorb informationfrom a myriad of stakeholders and functions, develop creative/practicaldocumentation toachievedesired, timelyresults in a highly technical, operational environment is required.

  • Excellent written and verbal communication

  • Excellent organizational, and time management skillswith the ability to managemultipleprograms and stakeholders

  • A demonstratedknowledge ofcontinuous improvementmethods,tools and practices includingproficiency inMicrosoftOffice andotherrelated program software.

Preferred Qualifications

  • Utility experience is preferred but not required.

  • Relevant training and/or certifications as a Documentation Specialist

  • Possesses knowledge and understanding of Rhode Island Energy’s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively

  • Knowledge and understanding of customerexperience andsystems within a regulated environment


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Remote Work

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Equal Employment Opportunity

Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.

Job Locations US-RI-Providence

ID 2023-5216

Category Customer Service

Position Type Regular

# of Openings 1

Full Time/Part Time Full-Time

Company Rhode Island Energy