Customer Service Associate

National Grid; Worcester (MA); Hybrid; USD 26,000 - 30,000; Full time

Job summary

National Grid is seeking a Customer Contact Center Representative in Northborough, Massachusetts. This is an entry-level role requiring strong communication and analytical skills to assist customers with various inquiries, including account updates and billing issues.

The position offers a chance to work in a fast-paced environment with opportunities for hybrid work in the future. Candidates must be flexible with their working hours, including weekends and holidays, and complete a paid training program.

Qualifications

• Minimum high school diploma or equivalent, some college preferred.
• Must pass Assessment Test on record and training for this position.
• Excellent communication and negotiation skills.

Responsibilities

• Handle Emergency Calls.
• Update customer account information.
• Assist Customers with billing issues both simple and complex.

Skills

Customer service experience

Communication skills

Analytical skills

Teamwork

Education

High school diploma or equivalent

Some college preferred

Tools

Desktop computer applications

Job description

Job Purpose

Location: Northborough, Ma

Pay: $26.95

Hours: M - F 10:30a - 7p

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‑pace environment. The position is responsible for completing the detailed transactions and extensive research, analysis and problem‑solving necessary to facilitate a timely and satisfactory response to customer issues and concerns. Due to the essential nature of the services we provide our customers, National Grid’s Contact Center’s hours of operation are 24/7 and accepted applicants will be assigned to work as needed by the business to support our customer‑centric objectives.

This is an in‑office position at our Northborough office. There may be opportunity to work hybrid in the future.

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

• 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 the various options available to maintain and/or reinstate their service

Key Accountabilities

• Must be willing to work assigned shifts, which may include weekends, holidays and/or overtime.


• Must be available for full‑time training; all training is paid. Consistent and punctual attendance is a must.


• Must remain up to date with all verbal and written communications including using email and supervisor‑to‑agent communication tools.


• Complete other duties and responsibilities to include but not limited to email, mail, web chat, and clerical work.


• Upon completion of training, identify customer account issues surrounding meter, billing, collection, and service inquiries that need resolution, as well as ensuring proper company resources are utilized to resolve issues with customer satisfaction.


• Provide information on the products and programs offered by the company and generate referrals to the appropriate department, if necessary.


• Investigate and analyze customer issues and develop appropriate solutions to satisfy customer needs.


• Respond to all customer contacts included but not limited to gas and electric investigations, complex meter situations, web inquiries, email, and correspondence.


• Will be expected to respond to emergency call‑out and work extended and planned hours when company emergencies occur.

Qualifications

• Minimum high school diploma or equivalent, some college preferred


• Must pass Assessment Test on record and training for this position


• Prior customer service or credit related experience


• Ability to understand and adhere to all routines of Customer Relations, Marketing and Operations and company policies


• Knowledge of regulatory requirements


• Display proficiency on all desktop computer applications that are necessary to perform the job


• Excellent communication and negotiation skills, requires patience and sympathetic understanding of customers issues with ability to use good judgement


• Good analytical skills, detailed and accurate


• Organized and flexible


• Motivated


• Adaptable


• Courteous, polite and attentive to the Client/Customer


• Demonstrate and promote teamwork


• Undergo random drug testing


• Prolonged CRT viewing

More Information

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 (\u201cDOT\u201d) 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 utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

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.