24/7 Hybrid Customer Care & Billing Specialist

Southern Arkansas University; New York (NY); Hybrid; USD 38,000 - 46,000; Full time

Job summary

National Grid in Brooklyn is seeking an entry-level Customer Contact Center Representative to join a fast-paced, union‑represented environment. You will handle detailed transactions and perform research, analysis and problem‑solving to resolve customer issues and concerns, with training provided.

The role supports 24/7 operations; responsibilities include addressing billing and service inquiries, updating accounts, scheduling field orders, and assisting customers with payments and service

Qualifications

• Must reside within 2 hours of the work location.
• Hybrid environment that includes remote and on-site work as needed.
• Handle emergency calls.
• Update customer account information.
• Apply customer payments.
• Assist customers with beginning and ending service.
• Schedule field orders in alignment with customer expectations.
• Assist customers with billing issues, both simple and complex.
• Handle collections-related concerns and assist customers with options to maintain and/or reinstate service.

Responsibilities

• Willing to work assigned shifts, which may include weekends, holidays, and overtime.
• Available for full-time training; all training is paid. Consistent and punctual attendance is required.
• Maintain up-to-date verbal and written communications, including email and supervisor-to-agent tools.
• Complete other duties such as email, mail, web chat, and clerical work.
• Upon completion of training, identify customer account issues surrounding meter, billing, collection, and service inquiries needing resolution, ensuring proper company resources are utilized.
• Provide information on company products and programs and generate referrals to appropriate departments, if necessary.
• Investigate and analyze customer issues and develop appropriate solutions to satisfy customer needs.
• Respond to all customer contacts, including gas and electric investigations, complex meter situations, web inquiries, email, and correspondence.
• Act as a first responder and report for work during emergencies, such as natural disasters.

Skills

Customer service

Multilingual

Communication

Multitasking

Education

High School Diploma or GED

Job description

National Grid in Brooklyn is seeking an entry-level Customer Contact Center Representative to join a fast-paced, union‑represented environment. You will handle detailed transactions and perform research, analysis and problem‑solving to resolve customer issues and concerns, with training provided.

The role supports 24/7 operations; responsibilities include addressing billing and service inquiries, updating accounts, scheduling field orders, and assisting customers with payments and service