Customer Service Representative Gas

3 weeks ago

Northborough, United States National Grid Full time

**About us**:
**Customer Service Representative -Gas**:
Location: Northborough, Ma

Pay: $24.41

Shift: M-F 10:30AM- 7PM

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 workforceand taking advantage of the company’s charitable matching contribution program. Together, we make a real difference.

**Job Purpose**:
Under general supervision, representatives handle fundamental customer contacts, including, but not limited to, the following:

- Hybrid environment to include working remotely and/ or on location, as needed.
- Handle Emergency Calls
- Update customer account information
- Assist Customers with beginning and ending service
- Scheduling field orders in alignment with customer expectations
- Assist customers with billing issues both simple and complex
- Handle collections related concerns and assist customers with the various options available to maintain and/or reinstate their service

**Key Accountabilities**:

- Must be willing to work assigned shifts, which may include weekends, holidays and/or overtime.
- Must be available for full-time training; all training is paid. Consistent and punctual attendance is a must.
- Upon completion of training, identify customer account issues surrounding meter, billing, collection, and service inquiries that need resolution, as well as, ensuring proper company resources are utilized to resolve issues with customer satisfaction.
- Provide information on the products and programs offered by the company and generate referrals to the appropriate department, if necessary.
- Investigate and analyze customer issues and develop appropriate solutions to satisfy customer needs.
- Will be expected to respond to emergency call out and work extended and planned hours when company emergencies occur.

**Qualifications**:

- Minimum high school diploma or equivalent, some college preferred
- Must pass Assessment Test on record 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
- 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._

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