Customer Electric Connections Representative

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National Grid is hiring a Customer Electric Connections Representative in our Northborough, MA

This is a Hybrid Role - Must live within a commutable distance

The Electric Customer Connections Representative works directly with commercial customers that request new electric connections in Massachusetts. The purpose of this role is to clearly guide customers through their electric connection, process customer information, ensure customer satisfaction, resolve customer issues and implement new and better ways to improve customer trust and ease. This role is hybrid which includes a mix of remote and in-office work.

• Act as the primary point of contact for customers to provide support, resolve issues, and ensure customers' electric service orders are communicated and delivered against service level agreements.
• Process electric service request agreements so that customers can have service construction work completed.
• Develop and process billing for customer costs per applicable tariffs and policy for electric service projects.
• Complete the design and cost estimates for simple electric service work so that project planning, permitting, construction and other stages can be completed.
• Develop and maintain relationships with other business teams to support customers' requests for electric service.
• Develop and review data to ensure customer satisfaction, project timeliness, and business efficiency.
• Identify and support process improvements for customer satisfaction and efficiency.

• Education: Bachelor's degree preferred or equivalent work experience.
• Work experience: A minimum of 2 years of in a customer support role. Experience in utility industry is a plus.
• The successful candidate must have knowledge of customer service techniques, strategies and approaches
• Aptitude for learning new software and data entry.
• Excellent oral and written communication and interpersonal skills.
• Ability to develop positive customer relations; anticipate, identify, respond to customer needs and facilitate customer loyalty.
• Work independently to resolve customer concerns and problems, in accordance with the job description and training.
• Work successfully in teams with co-workers.