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Customer Service Representative Gas
1 month ago
About Us Customer Service Representative - Gas Location: Northborough, MA Pay: $24.41 Shift: M-F 10:30 AM - 7 PM 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. 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. Volunteering: From Earth Day volunteering to United Way donations to regular blood drives, National Grid employees are actively involved in the communities we serve. Job Purpose National Grid's Customer Contact Center Representative position is an entry-level, union-represented role that offers qualified candidates an opportunity to join a challenging, fast-paced environment. The position is responsible for completing detailed transactions and extensive research, analysis, and problem-solving necessary to facilitate a timely and satisfactory response to customer issues and concerns. Under general supervision, representatives handle fundamental customer contacts, including: Hybrid environment to include working remotely and/or on location, as needed. Handle emergency calls. Update customer account information. Apply customer payments. Assist customers with beginning and ending service. Schedule field orders in alignment with customer expectations. Assist customers with billing issues, both simple and complex. Handle collections-related concerns and assist customers with 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. Must remain up to date with all verbal and written communications. Complete other duties and responsibilities including email, mail, web chat, and clerical work. Upon completion of training, identify customer account issues surrounding meter, billing, collection, and service inquiries that need resolution. 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. Respond to all customer contacts, including gas and electric investigations. Will be expected to respond to emergency call-outs 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. Display proficiency on all desktop computer applications necessary to perform the job. Excellent communication and negotiation skills. Good analytical skills, detailed and accurate. Organized and flexible. Motivated and adaptable. Courteous, polite, and attentive to the Client/Customer. Demonstrate and promote teamwork. Undergo random drug testing. Prolonged CRT viewing. More Information Please be advised that due to the nature of this position, incumbents are subject to federal Drug & Alcohol safety regulations governing US Department of Transportation ("DOT") covered positions. 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. #J-18808-Ljbffr