Representative (Customer Connections), Customer Contact

National Grid; Northboro (IA); Hybrid; USD 85,000 - 100,000; Full time

Job summary

National Grid is hiring a Solutions Representative, for our Northboro, MA office in a hybrid role. You will be the primary point of contact for external customer requests related to electric distribution service or equipment, ensuring satisfaction through end-to-end service fulfillment.

The role requires a Bachelor’s degree or equivalent, 2+ years in customer support, strong communication, and the ability to learn and use a range of National Grid systems.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 2 years in a customer support role.
• Good understanding of National Grid's electric business.
• Excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills while troubleshooting and defining resolutions within the practices and policies of the business.
• Ability to learn and use the necessary National Grid Systems, such as; CSS, STORMS, GIS (non-design), PORT, OMS, AVLS, IDS & SAP.
• Knowledge and ability to learn Performance Excellence or other process oriented methodology to drive towards a culture of continuous improvement.

Responsibilities

• Acts as the primary point of contact for external customer requests, provides support, resolves issues and ensure orders are fulfilled and delivered against service level agreements
• Processes all transactional fulfillment requests and ensures completion of all job requirements
• Processes, troubleshoots, and monitors the resolution of any applicable miscellaneous inquiry
• Works with other business stakeholders to support the fulfillment of all applicable external customer requests
• Utilize the necessary National Grid Systems, such as; CSS, STORMS, GIS (non-design), PORT, OMS, AVLS, IDS, & SAP to manage jobs, invoice customers, investigate and solve customer inquiries
• Develop and maintain effective relationships with other business units to share best practices in customer/operations support, and understand and challenge business decisions
• Promote and implement procedural best practices for customer request support to ensure all working practices are compliant with National Grid policies and regulatory requirements
• Review customer issues and highlight relevant information to enable analysis of key themes and trends
• Support and actively participate in Performance Hubs

Skills

Customer service experience

Communication skills

System navigation

Negotiation skills

Problem solving

Education

Bachelor’s degree or equivalent

Tools

CSS

STORMS

GIS (non-design)

PORT

OMS

AVLS

IDS

SAP

Job description

Representative (Customer Connections), Customer Contact

About us

National Grid is hiring a Solutions Representative, for our Northboro, MA office. This is a Hybrid Role.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live.

The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

This role will be the primary point of accountability for the handling of short cycle jobs or requests from external customers relating to electric distribution service or equipment. These requests are primarily in the form Planned Outage Requests or Miscellaneous Calls. Will ensure customer satisfaction is achieved through the completion of this transactional service fulfillment or resolution through the job lifecycle.

Key Accountabilities

• Acts as the primary point of contact for these external customer requests, provides support, resolves issues and ensure orders are fulfilled and delivered against service level agreements
• Processes all transactional fulfillment requests and ensures completion of all job requirements
• Processes, troubleshoots, and monitors the resolution of any applicable miscellaneous inquiry
• Works with other business stakeholders to support the fulfillment of all applicable external customer requests
• Utilize the necessary National Grid Systems, such as; CSS, STORMS, GIS (non-design), PORT, OMS, AVLS, IDS, & SAP to manage jobs, invoice customers, investigate and solve customer inquiries
• Develop and maintain effective relationships with other business units to share best practices in customer/operations support, and understand and challenge business decisions
• Promote and implement procedural best practices for customer request support to ensure all working practices are compliant with National Grid policies and regulatory requirements
• Review customer issues and highlight relevant information to enable analysis of key themes and trends
• Support and actively participate in Performance Hubs

Qualifications

• Bachelor’s degree in business, engineering, technology, or other related discipline or equivalent work experience. Experience in utility industry is a plus.
• 2+ years of experience in a customer support role
• Possess a general understanding of National Grid/s electric business
• Demonstrates excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills while troubleshooting and defining resolutions within the practices and policies of the business
• Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems and concerns
• Possess the technical ability to learn and use the necessary National Grid Systems, such as; CSS, STORMS, GIS (non-design), PORT, OMS, AVLS, IDS & SAP
• Knowledge and ability to learn Performance Excellence or other process oriented methodology to drive towards a culture of continuous improvement

More Information

$85,000 - $100,000 a year

National Grid will not be providing visa sponsorship for this position now or in the future. You must have the ability to work without a need for current or future visa sponsorship.

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.

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

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.

National Grid operates in both the UK and US, with a broad portfolio of energy businesses dedicated to providing safe, reliable, and sustainable power.

From electricity and gas transmission to advancing clean energy and modernising grids, our work covers every aspect of the energy system.

Our energy flows through absolutely everything we do

Life here at National Grid is more than just our purpose or our values, it’s everything we put into everything we do. It’s our commitment to diversity and inclusion; how we help our employees learn and grow; and how we partner with and support the communities where we live and work. It’s all this, and so much more.

We leverage our collective strengths to do meaningful BIG work so that we can be at the heart of a fair and affordable energy future.

Your salary is reviewed each year against the market for your role, skills, knowledge and experience.

Incentive

Annual performance plan or bonus (depending on your role) rewards your contribution to our success each year.

Retirement

Generous pension plan with company contributions up to 12%.

Private medical insurance for self and family.