Customer Contact Representative

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’s Customer Contact Center Representative position is an entry‑level, union‑represented role that offers qualified candidates an opportunity to join a challenging, fast‑paced environment. The position is responsible for completing detailed transactions and extensive research, analysis and problem‑solving necessary to facilitate a timely and satisfactory response to customer issues and concerns. Because of the essential nature of the services we provide, the Contact Center operates 24/7 and assigned applicants will be scheduled as needed to support our customer‑centric objectives.

Under general supervision, representatives handle fundamental customer contacts, including but not limited to the following:

• 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.

Key Accountabilities

• 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.

Qualifications

• Customer service experience preferred.
• Minimum High School Diploma or GED; some college preferred.
• Successfully pass company‑supported assessment, classroom training, and meet all performance expectations as determined by the company.
• Ability to multitask between multiple system applications.
• Strong interpersonal verbal and written skills.
• Multilingual or bilingual candidates preferred.

More Information

Location: Brooklyn

Please be advised that due to the nature of this position, incumbents are subject to federal Drug & Alcohol safety regulations governing US Department of Transportation ("DOT") covered positions, including the Federal Motor Carrier Safety Administration (FMCSA) and Pipeline Hazardous Material Safety Administration (PHMSA). As such, the company’s testing programs and policies regarding the use of federally prohibited drugs or alcohol, for recreational or medical purposes, will remain in effect for these safety‑sensitive, DOT covered positions.

Many of the terms and conditions of employment for this position are defined by a collective bargaining agreement that the company has with a local union. Newly hired employees are bound by the terms of the collective bargaining agreement as well as other agreements between the company and the local union.

National Grid is committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans.

Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti‑discrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment, and we encourage a culture of respect for all.