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 in Upstate NY. In addition to a starting wage of $22.46 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 July 7, 2026. 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:

• This position is not remote, but 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.
• Training hours will be M-F 8:00am-4:30pm. Must be able to work one of the following shifts when training is completed:
  • M-F 10:00am–6:30pm
  • M-F 10:30am–7:00pm
  • M-F 11:00am–7:30pm

• Shifts are subject to change based on business needs. Call Center hours 24/7

• 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 of a High School Diploma or GED; some college preferred
• Applicants 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.