Customer Service Associate

Location: Northborough, MA

Pay: $25.90

Shift: M-F 10:30AM- 7PM

About us

The world of energy is changing faster than ever. At National Grid, the work you do will touch lives and shape the way we use and consume energy for generations to come. Whether you’re fresh out of school or an experienced professional, a career with us means a place at the leading edge. It means thrilling potential and the support for training and development to reach your goals. Because, as National Grid -looks to the future, our people will move forward, too.

Employee Resource Groups: ERGs at National Grid contribute to our shared future. They engage our employees and organization in creating and maintaining an inclusive workforce. Each group has a vision and mission to support recruitment, retention, talent development and market outreach. Our ERGs provide employees with career building, volunteering, networking, and peer mentoring opportunities, along with the chance to engage with senior leaders across the company.

Volunteering: From Earth Day volunteering to United Way donations to regular blood drives and departments’ ongoing community service days, caring National Grid employees are out there in the communities we serve. We’re donating funds to meet community needs ranging from helping the environment to educating tomorrow’s workforce … and taking advantage of the company’s charitable matching contribution program. Together, we make a real difference.

Please take a moment to view our Customer Contact Center Job Preview on you tube and why becoming a part of National Grid's Customer Delivery team can open a world of endless career growth possibilities. https://www.youtube.com/watch?v=96zhxAQiTI4

Job Purpose

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. 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.

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

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

- Handle Emergency Calls

- Update customer account information

- Apply customer payments

- Assist Customers with beginning and ending service

- Scheduling 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 ("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 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 an equal opportunity employer that values a broad diversity of talent, knowledge, experience, and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.