RG&E Offering Customer Service Support at Monroe County Office Building
Customer Service representatives available 2nd Tuesday of each month
Company will answer billing questions, provide support, help with financial assistance
ROCHESTER, N.Y. — May 12, 2025 — Rochester Gas and Electric (RG&E) will offer multiple opportunities for customers to connect one-on-one with customer service representatives this summer and fall. Starting May 13, RG&E will have customer service representatives and advocates at the Monroe County Office Building in Rochester on the second Tuesday of each month.
“This is part of our commitment to improving the customer experience,” said Vice President of Customer Service for RG&E Christine Alexander. “Customers remain our top priority, and we want to show them that we mean that by providing access in their communities. This is one of the ways customers can connect with our representatives and ask questions about their bill or learn more about our financial assistance programs.”
“Access to essential services should never be out of reach," said Monroe County Legislature President Yversha Román. "By bringing customer service representatives into our community, RG&E is taking a much-needed and meaningful step toward meeting residents where they are—making it easier for families to get support, ask questions, and find solutions without added barriers.”
“The addition of RG&E Customer Service Representatives at the Monroe County Office Building will be immensely beneficial for our community,” said Majority Leader Michael Yudelson. “Residents will receive support on their billing questions, energy usage, and feasibility programs. I join my colleagues in welcoming the RG&E team to the County Office Building every month.”
The Company will provide support to address customer needs and answer billing questions. Representatives will connect customers with resources for the variety of assistance programs RG&E offers and energy efficiency programs to help customers manage monthly energy costs.
The schedule of Community Connection events held at the Monroe County Offices (39 W. Main Street, Rochester, N.Y.) is below:
- May 13 – 1 to 3 p.m.
- June 10 – 1 to 3 p.m.
- July 8 – 1 to 3 p.m.
- August 12 – 1 to 3 p.m.
- September 9 – 1 to 3 p.m.
- October 14 – 1 to 3 p.m.
- November 12 – 1 to 3 p.m.
- December 9 – 1 to 3 p.m.
Since 2022, the Company has continued to improve the customer experience by investing in hiring more representatives, reducing wait times for customers, and modernizing the call center infrastructure. In March, the Company launched a new training program to improve overall customer satisfaction. The pilot program aims to reduce call transfers, increase collaboration, and develop more knowledgeable representatives within six months of their hire.
RG&E launched Ava in 2024. The Company’s online AI energy assistant answers frequently asked questions, including those concerning a customer’s bill balance, bill delays, payment arrangements, or budget billing, as well as meter reading and understanding bills. Ava can now even provide restoration times to customers experiencing an outage.
The Company will continue to have a direct presence in the communities it serves to better assist our customers, ensuring they remain a top priority.
Media Contact:
Alexis Arnold
585.953.3159