National Grid Customer Solutions Representative in Waltham, Massachusetts

_About the Position:_

This role will be the primary point of accountability for the handling short cycle jobs or requests from external customers relating to electric distribution service or equipment. These requests are primarily in the form of 3rd Party Attachment Applications, but may also include; Distributed Generation Applications, 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.



_Position Responsibilities (including but not limited to):_

  • 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 inquiries.

  • Works with other business stakeholders to support the fulfillment of all applicable external customer requests.

  • Utilize the necessary NGrid Systems, such as; CSS, STORMS, GIS (nondesign), PORD, AVLS, IDS, & SAP in order to manage jobs, invoice customers and investigate and solve customer inquiries.

  • Develop and maintain effective relationships with other business units in order to share best practice in customer / operations support and understand and challenge business decisions.

  • Promote and implement procedural best practices for customer request support in order to ensure all working practices are compliant with National Grid policies and regulatory requirements.

  • Review customer issues and highlight relevant information in order to enable analysis of key themes and trends.

_Knowledge & Experience Required:_

  • Bachelor’s degree in business, engineering or technology preferred and 3 years of experience in a customer support role.

  • Possesses 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 NGrid Systems, such as; CSS, STORMS, GIS (nondesign), PORD, AVLS, IDS, & SAP.

This position is one of National Grid’s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertis


/National Grid is an equal opportunity employer thatvaluesa broad diversity of talent, knowledge, experience and expertise. We foster a culture ofinclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to bean affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team./

Job: *Business Services

Organization: *Business Services

Title: Customer Solutions Representative

Location: MA-Waltham

Requisition ID: 20172703