Senior Analyst, Customer Contact

natgridProd • Town of Huntington, NY

1d • Hybrid

About The Position

The Analyst will play a critical role in ensuring timely and effective tracking of performance and complaint resolutions to mitigate regulatory and financial risks in New York. 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.

Requirements

• High school diploma or equivalent required
• 3+ years of analytical or customer service experience required
• Valid driver’s license required

Nice To Haves

• Bachelor’s degree preferred
• Experience with process management and improvements preferred
• Proficiency in Excel, Word, Power BI, PowerPoint, and SharePoint preferred
• Familiarity with CSS (National Grid’s Customer System) and knowledge of PSC Home Energy Fair Practices Act (HEFPA) preferred
• Understanding of gas/electric utility operations and regulatory metrics preferred

Responsibilities

• Manage an active complaint portfolio and maintain open communication with key stakeholders
• Develop a structured process for informing customers and teams of complaint status, timelines, and resolutions
• Support region-specific needs related to escalated cases (i.e.: Rate Consultant inquiries) and service quality
• Partner with legal and corporate affairs to adhere to procedures and proceedings as it pertains to customer settlements and contract strategies
• Conduct root cause analysis and contribute to improvement initiatives
• Participate in regulatory discussions and reporting as needed

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: Senior
• Education Level: High school or GED