Customer Advocate: Energy Access & Outreach

LGBT Jobs; Northborough, Northern (MA, KY); Hybrid; USD 76,000 - 89,000; Full time

Job summary

National Grid in Northborough, MA is seeking a Customer Advocate for a hybrid role with required personal driving. You'll support income-eligible customers, help enroll in energy assistance programs, and partner with community agencies to improve affordability.

This role emphasizes advocacy, data reporting, and cross‑team collaboration; you will travel across Massachusetts to outreach events, and work to deliver equitable service while complying with policies.

Qualifications

• Bachelor’s degree or 3+ years of related experience in customer advocacy, customer service, or a similar support‑focused role.
• Bilingual proficiency in English and another language is a plus.
• Must have valid driver’s license.
• Experience with PowerBi, Reporting and Customer Management Systems is highly preferred.
• Demonstrated success in a customer service environment, ideally with low‑income or vulnerable populations.
• Understanding of low‑income energy assistance and affordability program concepts is strongly preferred.
• Knowledge of National Grid customer information systems and document management tools.
• Familiarity with social service and assistance programs for income‑eligible customers.
• Knowledge of industry regulations and compliance requirements.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Access).

Responsibilities

• Provide one-on-one support for billing inquiries, payment options, negotiated payment agreements, LIHEAP applications, and related resources.
• Travel regularly via personal vehicle across Massachusetts to community events and partner offices.
• Represent National Grid at community outreach events and forums attended by income‑eligible customers.
• Ensure work follows policies, processes, and regulatory requirements.
• Identify new community engagement channels to increase awareness and participation in programs.
• Manage and prioritize customer referrals from multiple sources.
• Build and maintain relationships with internal teams and external partners for program referrals.
• Establish trusted relationships with community agencies and advocacy organizations.
• Capture insights from interactions to inform program design and evolution.
• Continuously build expertise in customer advocacy and share best practices.
• Leverage peer networks to apply knowledge in customer experience.

Skills

Customer advocacy

Communication

Bilingual (plus)

Education

Bachelor’s degree or 3+ years related experience

Tools

PowerBi

Reporting

Customer Management Systems

Excel

Word

PowerPoint

Access

Job description

National Grid in Northborough, MA is seeking a Customer Advocate for a hybrid role with required personal driving. You'll support income-eligible customers, help enroll in energy assistance programs, and partner with community agencies to improve affordability.

This role emphasizes advocacy, data reporting, and cross‑team collaboration; you will travel across Massachusetts to outreach events, and work to deliver equitable service while complying with policies.