Representative (Customer Connections), Customer Contact

natgridProd • Webster, MA

1d • $85,000 - $100,000 • Hybrid

About The Position

National Grid is hiring a Solutions Representative for its Northboro, Massachusetts office. This is a hybrid role requiring three days per week in the office. The role is the primary point of accountability for short-cycle jobs and requests from external customers related to electric distribution service or equipment, including planned outage requests and miscellaneous calls. The representative supports customer satisfaction by managing transactional service fulfillment or resolution throughout the job lifecycle.

Requirements

• Bachelor’s degree in business, engineering, technology, or another related discipline, or equivalent work experience.
• At least 2 years of experience in a customer support role.
• General 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 business practices and policies.
• Consistent approach to dealing with people and personal responsibility for addressing problems and concerns.
• Technical ability to learn and use National Grid systems, including CSS, STORMS, GIS (non-design), PORT, OMS, AVLS, IDS, and SAP.
• Knowledge of and ability to learn Performance Excellence or another process-oriented methodology to drive continuous improvement.
• Ability to work without current or future visa sponsorship.

Nice To Haves

• Experience in the utility industry.

Responsibilities

• Serve as the primary point of contact for external customer requests, provide support, resolve issues, and ensure orders are fulfilled in accordance with service level agreements.
• Process transactional fulfillment requests and ensure completion of all job requirements.
• Process, troubleshoot, and monitor resolution of applicable miscellaneous inquiries.
• Work with other business stakeholders to support fulfillment of applicable external customer requests.
• Use National Grid systems, including CSS, STORMS, GIS (non-design), PORT, OMS, AVLS, IDS, and SAP, to manage jobs, invoice customers, and investigate and resolve customer inquiries.
• Develop and maintain effective relationships with other business units to share customer and operations support best practices and understand and challenge business decisions.
• Promote and implement procedural best practices for customer request support, ensuring practices comply with National Grid policies and regulatory requirements.
• Review customer issues and highlight relevant information to support analysis of key themes and trends.
• Support and actively participate in Performance Hubs.

What This Job Offers

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