Customer Advocate, Customer Contact

natgridProd • Webster, MA

8d • $76,000 - $89,000 • Hybrid

About The Position

National Grid is hiring a Customer Advocate for their Northborough, MA office. This is a Hybrid Role and driving is required. Must live within a commutable distance to one of their offices. Every day, National Grid delivers safe and secure energy to homes, communities, and businesses, connecting people to the energy they need. The company is positioned to shape the sustainable future of the energy industry by anticipating customer needs, reducing energy delivery costs, and pioneering flexible energy systems. As a Customer Advocate, you will work directly with National Grid’s most vulnerable customers and the external support agencies that serve them. Your mission is to improve customers’ quality of life by increasing awareness of and enrollment in tools and programs designed to help income-eligible customers manage their monthly energy costs. You will also act as an internal voice for these customers, ensuring their perspectives, needs, and lived experiences inform the development of strategies, programs, and offerings to support income-eligible customers and strengthen the company’s commitment to equitable service.

Requirements

• Bachelor’s degree is required.
• 3+ years of related experience in customer advocacy, customer service, or a similar support-focused role required
• Must have valid driver’s license
• Demonstrated success in a customer service environment, ideally with experience supporting low-income or vulnerable populations.
• Knowledge of, or the ability to quickly learn, National Grid customer information systems, including customer account management, billing and financial structures, energy management systems, and document management tools (e.g., CSS or similar platforms).
• Understanding of National Grid’s business operations, policies, and practices, or the demonstrated ability to acquire this knowledge efficiently.
• Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Access.
• Attention to Detail: Consistently monitors service quality, follows established procedures, and ensures customer support activities meet organizational standards and compliance requirements.
• Customer Orientation: Takes personal accountability for resolving customer issues promptly and ensures customer expectations are communicated, monitored, and met—particularly for those most in need.

Nice To Haves

• Bilingual proficiency in English and at least one other language is a plus but not required.
• Experience with PowerBi, Reporting and Customer Management Systems is highly preferred
• Understanding of fundamental low-income energy assistance and affordability program concepts is strongly preferred.
• Familiarity with, or the ability to rapidly develop expertise in, social service and assistance programs available to income-eligible customers, with a proven ability to explain complex program options clearly to diverse audiences.
• Knowledge of relevant industry practices, regulations, and compliance requirements.

Responsibilities

• Provide one-on-one support to customers, assisting with billing inquiries, payment options, negotiated payment agreements, LIHEAP applications, outage preparedness, protections certification, and energy efficiency resources.
• Travel regularly via personal vehicle across Massachusetts to community events hosted in socioeconomically challenged areas, partner agency offices and National Grid facilities.
• Represent National Grid at community outreach events, including Customer Care events and other forums attended by income-eligible customers.
• Ensure all work adheres to National Grid policies, processes, and procedures, while maintaining compliance with applicable legislation and regulatory requirements.
• Identify and activate new community-based and external engagement channels to increase awareness of and participation in National Grid programs for income-eligible customers.
• Manage and prioritize customer referrals from multiple sources—including email, vendors, call centers, field teams, and internal partners—in accordance with established policies and procedures.
• Build and maintain strong relationships with internal teams and external partners to share information on social care programs, emerging opportunities, and customer support services, while offering informed guidance and technical expertise.
• Establish trusted relationships with community agencies and advocacy organizations, serving as their primary point of contact and “go-to” resource for National Grid programs, policies, and referrals.
• Capture insights from customer interactions and community engagement to represent the voice of income-eligible customers and inform the design and evolution of National Grid programs and offerings.
• Continuously build technical and professional expertise in customer advocacy to enhance personal impact and contribution to the business.
• Leverage peer networks to share best practices and apply emerging knowledge within the customer experience space.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level