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Customer Relations Back Office Agent

2 months ago

Syracuse, New York, United States National Grid USA Service Company, Inc. Full time

In a vibrant and fast-paced setting, our primary focus is on serving our customers and the communities we support. We are looking for motivated individuals who are energetic problem solvers and thrive in a team-oriented environment. Our customer service center offers a fantastic opportunity to learn about the utility sector while building a long-term career within the organization.

Position Overview

In alignment with our commitment to safety and compliance with federal contractor guidelines, National Grid requires all new hires to be fully vaccinated against COVID-19 as a condition of employment. This includes being two weeks post-vaccination for either a two-dose or single-dose vaccine. Exemptions for medical or religious reasons can be requested.

Role Responsibilities

Under general supervision, you will carry out a variety of administrative and back-office tasks. Your responsibilities will include:

  1. Managing incoming correspondence, including faxes, mail, and emails.
  2. Processing and tracking Automated Clearing House (ACH) notifications and return items.
  3. Updating accounts and making outbound calls based on account requirements.
  4. Conducting outbound collections calls for Commercial & Industrial accounts.
  5. Researching and resolving inquiries from customers, agencies, and internal partners.
  6. Investigating billing and payment discrepancies to ensure accurate revenue recognition.
  7. Processing financial transactions to maintain accurate account balances and General Ledger accuracy.
  8. Coordinating activities to mitigate revenue loss, including compliance and theft investigations.
  9. Communicating effectively with external customers, business partners, and team members.

Required Skills and Qualifications

Skills:

  • Exceptional communication abilities with customers and colleagues.
  • Proficient in computer applications, particularly the MS Office Suite.
  • Strong mathematical aptitude.
  • Ability to analyze and reconcile financial transactions.
  • Experience in creating and updating reports and files.

Qualifications:

  • High School Diploma or equivalent is required; an Associate's Degree is preferred.
  • 1-3 years of experience in Customer Service or Financial Business roles in an office environment is preferred.
  • Familiarity with common business applications such as Microsoft Office.
  • Excellent verbal and written communication skills.
  • Successful completion of skills assessments as determined by the company.

Compensation: Pay rate is competitive.

Benefits:

  • Healthcare options
  • 401(k) retirement plan
  • Opportunities for continuing education
  • Paid time off
  • Employee assistance programs
  • Health and wellness initiatives

National Grid is an equal opportunity employer that values diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply and join our team.