National Grid is a utility company seeking a Customer Contact Center Representative for its Upstate NY location. The role involves handling customer inquiries, processing account information, and providing solutions to billing and service issues while maintaining customer satisfaction.
Responsibilities
- 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
- 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
Skills
- Must have a minimum of a High School Diploma or GED
- Applicants must successfully pass Company supported assessment (HireVue)
- 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
- Ability to multitask between multiple system applications
- Strong interpersonal verbal and written skills
- Customer Service Experience
- Some college
- Multi/bilingual candidates
Benefits
- Medical
- Dental
- Life insurance
- 401(k) plan
- Vacation
- Tuition assistance
Company Overview
National Grid facilitates electricity and gas transmission system and focuses on delivering clean energy. It was founded in 1990, and is headquartered in London, England, GBR, with a workforce of 10001+ employees. Its website is https://www.nationalgrid.com.Company H1B Sponsorship
National Grid has a track record of offering H1B sponsorships, with 6 in 2026, 37 in 2025, 36 in 2024, 34 in 2023, 38 in 2022, 30 in 2021, 33 in 2020. Please note that this does not guarantee sponsorship for this specific role.