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Job Information

National Grid Customer Service Rep Gas in Northboro, Massachusetts

About us

Location: Northborough, Ma

Pay: $19.72/ 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

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.

Job Purpose

Position: Customer Service Associate

Location: Northborough

Wage: $19.14

Schedule: TBD

This position is responsible for the handling of multi-channel customer contacts. This includes but is not limited the resolution of inquiries emanating from incoming and outgoing phone calls, customer mail/e-mail, web-chat, IVR. Effectively utilize Customer Relations Group resources to ensure thorough resolution of customer inquiries.

Key Accountabilities

  • Ensure customer and client inquiries are handled thoroughly through the utilization of all Customer Relations Group resources.

  • Handle incoming customer and client calls

  • Make outgoing customer and client calls as required to handle inquiries (ie.dispatch, meter reading)

  • Answer customer e-mails, regular mail, web chat

  • Update and maintain customer and client data utilizing the companies enterprise customer system(s) and other supporting systems as required.

  • Identify customer account issues surrounding meter, billing, collection, service that need resolution. Ensure proper company resources are utilized to resolve issues (PFR, meter reading, OSI, MSF, PCS, Marketing, public relations etc.)

  • Create service orders as needed (including emergency work orders)

  • Identify means to improve operations internally and externally

  • Promote company product to customers, support marketing initiatives

  • Make bill adjustments (i.e. 16-23, DAC, less involved adjustments), agreements, extensions, adhere to company collection procedures.

  • Perform duties of lower classification as required


  • Minimum high school education, some college preferred

  • Must have pass KornFerry testing 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

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.

Please be advised that due to the nature of this position, incumbents are subject to US Department of Transportation (“DOT”) safety regulations.