About us Location: Northborough, Ma Pay: $19.81/ hr About National Grid 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. - Benefits: The benefits we offer are a strong part of what employees’ value most about working at National Grid. Indicative of our Live Brighter culture are the range of benefits that support work/life balance, health and financial wellbeing, and cross-generational needs. Our benefits are competitive and innovative, providing choice, flexibility, and balance to employees in all stages of work and life. You can learn more about our health, dental, and voluntary benefit plan offerings through the digital benefits guide at NGBenefitsLiveBrighter.com 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 Provide prompt, accurate and professional response to customer requests and inquiries to facilitate effective customer relations in accordance with the job description and training. 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. ## Key Accountabilities + Respond to all customer contacts included but not limited to gas and electric investigations, complex meter situations, web inquiries, email and correspondence. + Perform Accounts processing work as assigned in accordance with current practice. + Complete the appropriate orders to ensure a timely and satisfactory response to the customer. + Provide information on the products and programs offered by th company and generate referrals to the appropriate department, if necessary. + Will be expected to respond to emergency call out and work extended and planned hours when company emergencies occur,unless excused by a prior approval bymanagement. + Investigate and analyze customer problems and develop appropriate solutions to satisfy customer needs. + Perform related duties as assigned. ## Qualifications Knowledge of customer service techniques, strategies and approaches. The successful candidate must have excellent oral and written communication and interpersonal skills. Ability to develop positive customer relations; anticipate, identify, respond to customer needs; and facilitate customer loyalty. Ability to work independently to resolve customer concerns and problems, in accordance with the job description and training. Ability to work successfully in teams with co-workers. The successful candidate must pass the Customer Contact Center test on record The company will have the discretion to disqualify applicants who are on a formal step under the Positive Discipline system for either Work Performance or Conduct. 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.