Job Description

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 pace environment in Upstate NY. In addition to a starting wage of $21.17 per hour, we offer excellent benefits including medical, dental, life insurance, 401(k) plan, vacation, tuition assistance and more. This class will have an anticipated start date of December 9th, 2024. The position is responsible for completing the detailed transactions and extensive research, analysis and problem-solving necessary to facilitate a timely and satisfactory response to customer issues and concerns. Due to the essential nature of the services we provide our customers, National Grid's Contact Center's hours of operation are 24/7 and accepted applicants will be assigned to work a as needed by the business to support our customer centric objectives.

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

* Hybrid opportunities available upon completion of in person training and demonstrated proficiency in role

* Handle Emergency Calls

* Update customer account information

* Apply customer payments

* 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 time. Consistent and punctual attendance is a must.

* Must remain up to date with all verbal and written communications including using email and supervisor to agent communication tools.

* Complete other duties and responsibilities to include but not limited to 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, 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.

* Respond to all customer contacts included but not limited to gas and electric investigations, complex meter situations, web inquiries, email and correspondence.

* Act as First Responders - report for work during emergencies. i.e. Natural disasters.

Qualifications

* Customer Service Experience preferred

* Must have a minimum a High School Diploma or GED; some college preferred

* Applicant must successfully pass Company supported assessment (HireVue), classroom training, and meet all performance expectations, as determined by the Company.

* Ability to multitask between multiple system applications

* Strong interpersonal verbal and written skills.

* Multi/bilingual candidates preferred.

Location- Syracuse, NY

Pay Rate-Starts at $21.17 an hour and increases to $22.36 an hour after 6 months of service. Shift differential of an additional $1.00 an hour on eligible shifts on nights and weekends offered.

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

Many of the terms and conditions of employment for this position are defined by a collective bargaining agreement that the Company has with a local union. Newly hired employees are bound by the terms of the collective bargaining agreement as well as other agreements between the Company and the local union.

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

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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