Representative, Customer Connections

About us

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society, in technology, and in our industry is accelerating and our expertise puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Best of all, our people say they are proud to work for National Grid and that it is a great place to work. They know what they do matters for society, and they can make a difference. We have a strong focus on personal development, wellbeing, inclusion and belonging. And it's not all workwe have fun, care for, and look out for each other whilst forming strong friendships and affinities through active social networks & employee resource groups.

Job Purpose

This role will be the single point of accountability for the delivery of customer sponsored electric work requests, whether for new or upgraded services. This position will actively manage Complex customer requests throughout the Company's end-to end electric service delivery process in a manner that will meet or exceed customer expectations as demonstrated through strong results in the Company's Trade Ally Satisfaction survey.

This role is hybrid which includes remote and in-office work

Key Accountabilities

• Act as the primary point of contact for these external customer requests, provide support both internally and externally, resolves issues and ensure orders are fulfilled and delivered against service level agreements.
• Perform, validate, or process non-utility billing/CIAC (Contribution in Aid of Construction) per applicable tariffs and policy for electric service projects.
• Complete the cost estimates for complex electric service work so that dependencies and construction work can be scheduled.
• Ensure delivery and execution of electric service request contracts or agreements to enable timely project scheduling.
• Develop and maintain effective relationships with other business units in order to support customer's requests for electric service, and also to share best practice in customer/operations support and understanding and challenge business decisions as needed.
• Promote and implement procedural best practices for customer request support in order to ensure all work practices are compliant with National Grid policies and regulatory requirements.
• Review customer issues and highlight relevant information in order to enable process improvement opportunities.

Knowledge & Experience Requirements:

• Bachelor's degree in business, engineering, technology or other related discipline or equivalent work experience
• At least 2 years of experience in a customer support role (electrical distribution customer, design or construction roles preferred) absent bachelor's degree.
• Demonstrates knowledge of customer service techniques, strategies and approaches.
• Demonstrates excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills using visual aids, data or information to support line of reasoning.
• Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems.
• Demonstrates project management skills.

• Demonstrates excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills using visual aids, data or information to support line of reasoning.
• Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems and concerns.

Capability Requirements:

• Customer / Stakeholder Orientation: Takes personal responsibility for correcting problems promptly and un-defensively and communicates customer / stakeholders expectations to monitor delivery and satisfaction.
• Project Management: Employs strong organizational skills and ability to track/maintain multiple tasks, determine priorities and meet deadlines.
• Communication: Possesses strong interpersonal, presentation and communication skills.
• Impact & Influence: Uses direct persuasion to influence others, using basic data, logic or a solid business case.
• Attention to Detail: Reviews and tracks detail accuracy, checks to ensure procedures are followed.
• Stakeholder Engagement: Identifies and engages all critical stakeholders in relevant discussions.
• Continuous Improvement: Builds upon technical/professional skills within own area of specialism or other processes in order to continually grow personal contribution to the role and to the business.
• Motivation: Maintains positive outlook and exhibits a 'can-do' attitude in a high-pressure environment.

More Information

#LI-Hybrid

#LI-STR1

Salary

$70,000 - $82,000 a year

Salary commensurate with experience.

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

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.