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Client Relations Representative

2 months ago

Northborough, Massachusetts, United States National Grid USA Full time
About Us
As a Customer Service Representative in the Gas division, you will play a vital role in our organization.

Location:
Northborough, MA

Compensation:
$24.41 per hour

Work Schedule:
Monday to Friday, 10:30 AM - 7 PM
The energy sector is evolving rapidly.

At National Grid, your contributions will impact lives and influence how energy is utilized for future generations.

Whether you are a recent graduate or a seasoned professional, a career with us offers you a chance to be at the forefront of the industry.

This role presents exciting opportunities and the backing for training and development to help you achieve your aspirations. As National Grid advances, our workforce will progress alongside it.
Job Purpose

The Customer Contact Center Representative position at National Grid is an entry-level, union-represented role that provides qualified candidates with the chance to thrive in a dynamic, fast-paced environment.

This role involves executing detailed transactions and conducting extensive research, analysis, and problem-solving to ensure timely and satisfactory resolutions to customer inquiries and concerns.

Given the essential nature of our services, the Contact Center operates 24/7, and selected candidates will be required to work as needed to meet our customer-focused objectives.

Key Responsibilities
Under general supervision, representatives will manage essential customer interactions, including but not limited to:
- Hybrid work environment, including remote and on-site work as necessary.
- Responding to emergency calls.
- Updating customer account details.
- Processing customer payments.
- Assisting customers with service initiation and termination.
- Scheduling field orders to align with customer expectations.
- Addressing simple and complex billing inquiries.
- Managing collection-related issues and guiding customers through various options to maintain or reinstate their service.
Key Accountabilities
- Willingness to work assigned shifts, which may include weekends, holidays, and/or overtime.
- Availability for full-time training; all training is compensated. Consistent and punctual attendance is essential.

- Stay informed on all verbal and written communications, including utilizing email and supervisor-to-agent communication tools.

- Complete additional duties, including but not limited to email, mail, web chat, and clerical tasks.

- After training, identify customer account issues related to meters, billing, collections, and service inquiries that require resolution, ensuring appropriate company resources are utilized to achieve customer satisfaction.

- Provide information on products and programs offered by the company and refer customers to the appropriate department when necessary.

- Investigate and analyze customer issues, developing suitable solutions to meet customer needs.

- Respond to all customer contacts, including gas and electric investigations, complex meter situations, web inquiries, email, and correspondence.

- Expected to respond to emergency call-outs and work extended and planned hours during company emergencies.
Qualifications
- Minimum high school diploma or equivalent; some college experience preferred.
- Must pass an assessment test related to this position.
- Previous customer service or credit-related experience is advantageous.
- Ability to comprehend and adhere to all routines of Customer Relations, Marketing, Operations, and company policies.
- Knowledge of regulatory requirements is beneficial.
- Proficiency in all necessary desktop computer applications for the role.

- Excellent communication and negotiation skills, requiring patience and a sympathetic understanding of customer issues, along with the ability to exercise good judgment.

- Strong analytical skills, with attention to detail and accuracy.
- Organized, flexible, motivated, and adaptable.
- Courteous, polite, and attentive to clients/customers.
- Demonstrate and promote teamwork.
- Undergo random drug testing.
- Prolonged CRT viewing.
More Information

Please note 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, including the Federal Motor Carrier Safety Administration (FMCSA) and Pipeline Hazardous Material Safety Administration (PHMSA).

Consequently, the Company's testing programs and policies regarding the use of federally prohibited drugs or alcohol, for recreational or medical purposes, will remain in effect for these safety-sensitive, DOT-covered positions.

National Grid is an equal opportunity employer that values a diverse range of talent, knowledge, experience, and expertise. We promote 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, encouraging minorities, women, individuals with disabilities, and protected veterans to join our team.