Job PurposeThis role will be the primary point of accountability for the handling of short cycle jobs or requests from external customers relating to electric distribution service or equipment. These requests are primarily in the form Planned Outage Requests or Miscellaneous Calls. Will ensure customer satisfaction is achieved through the completion of this transactional service fulfillment or resolution through the job lifecycle.
Key Accountabilities- Acts as the primary point of contact for these external customer requests, provides support, resolves issues and ensure orders are fulfilled and delivered against service level agreements
- Processes all transactional fulfillment requests and ensures completion of all job requirements
- Processes, troubleshoots, and monitors the resolution of any applicable miscellaneous inquiry
- Works with other business stakeholders to support the fulfillment of all applicable external customer requests
- Utilize the necessary National Grid Systems, such as; CSS, STORMS, GIS (non-design), PORT, OMS, AVLS, IDS, & SAP to manage jobs, invoice customers, investigate and solve customer inquiries
- Develop and maintain effective relationships with other business units to share best practices in customer/operations support, and understand and challenge business decisions
- Promote and implement procedural best practices for customer request support to ensure all working practices are compliant with National Grid policies and regulatory requirements
- Review customer issues and highlight relevant information to enable analysis of key themes and trends
- Support and actively participate in Performance Hubs
Qualifications- Bachelor's degree in business, engineering, technology, or other related discipline or equivalent work experience. Experience in utility industry is a plus.
- 2+ years of experience in a customer support role
- Possess a general understanding of National Grid/s electric business
- Demonstrates excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills while troubleshooting and defining resolutions within the practices and policies of the business
- Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems and concerns
- Possess the technical ability to learn and use the necessary National Grid Systems, such as; CSS, STORMS, GIS (non-design), PORT, OMS, AVLS, IDS & SAP
- Knowledge and ability to learn Performance Excellence or other process oriented methodology to drive towards a culture of continuous improvement
More InformationSalary$85,000 - $100,000 a yearNational Grid will not be providing visa sponsorship for this position now or in the future. You must have the ability to work without a need for current or future visa sponsorship.
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.
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.
