Representative (Customer Connections), Customer Contact

National Grid Plc; Northborough (MA); Hybrid; USD 85,000 - 100,000; Full time

Job summary

National Grid in Northborough, MA is seeking a Solutions Representative for a hybrid role. You will handle short-cycle requests related to electric distribution services, ensuring customer satisfaction through timely fulfillment and resolution.

Ideal candidates hold a Bachelor’s degree and 2+ years in a customer-support setting, with strong communication skills and the ability to navigate Grid systems such as CSS, STORMS, GIS, PORT, OMS, AVLS, IDS, and SAP.

Qualifications

• Bachelor's degree or equivalent work experience in business/engineering/technology or related discipline.
• 2+ years of experience in a customer support role.
• General understanding of National Grid's electric business.
• Excellent communication and interpersonal skills with ability to consult and negotiate while troubleshooting.
• Demonstrates responsibility in addressing problems and concerns.
• Ability to learn and use National Grid systems (CSS, STORMS, GIS, PORT, OMS, AVLS, IDS, SAP).
• Willingness to learn Performance Excellence or similar methodologies.

Responsibilities

• Acts as the primary point of contact for external customer requests and ensures orders are fulfilled against SLAs.
• Processes transactional fulfillment requests and completes all job requirements.
• Troubleshoots and resolves miscellaneous inquiries.
• Collaborates with stakeholders to support fulfillment of external customer requests.
• Utilizes National Grid systems to manage jobs and invoice customers.
• Builds relationships with other units to share best practices.
• Promotes procedural best practices to ensure compliance with policies/regulatory requirements.
• Reviews customer issues to identify themes and trends.
• Supports and participates in Performance Hubs.

Skills

Customer service

Communication skills

Problem solving

Interpersonal skills

Education

Bachelor's degree in business, engineering, technology, or related discipline

Tools

CSS

STORMS

GIS (non-design)

PORT

OMS

AVLS

IDS

SAP

Job description

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

Salary

$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.