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National Grid Customer Connections Senior Representative, in Northboro, Massachusetts

About us

National Grid is hiring a Customer Connections Representative for our Customer Account Services department. This position can be considered in the following locations: Northboro, MA

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 and our industry is accelerating and our expertise and track record 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.

Job Purpose

To be the primary point of accountability for the handling of commercial customer requests for electric service, ensuring customer satisfaction is achieved through the completion of work and resolution of any issues during the transactional service fulfillment lifecycle. Role will be targeted to handle electric vehicle (EV) simple and complex requests

Key Accountabilities

Responsibilities (including but not limited to):

  • 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.

  • Perform, validate, or process non-utility billing/CIAC (Contribution in Aid of Construction) per applicable tariffs and policy for electric Service projects.

  • Complete the design and cost estimates for simple electric service work so that dependencies and construction work can be completed.

  • Process electric service request contracts or agreements so that customers can have service construction work completed.

  • Work with other business stakeholders to support the fulfillment of customers’ requests for electric service.

  • Provide team lead support to facilitate, coordinate, and manage company metrics, reporting, and meetings.

Additional Responsibilities

Representatives are expected to deliver on the key accountabilities list above as well as those listed below:

  • Perform prescribed accountabilities for complex commercial or industrial related requests for electric service so that service construction work can be completed.

  • 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.

  • As directed, provide team lead support to facilitate concepts, processes, improvements, and best practices in support of the Customer Connections team and customer satisfaction.


  • Bachelor’s degree in business, engineering, technology, or other related discipline or equivalent work experience. Experience in utility industry is a plus.

  • A minimum of 3 years of experience in a customer support role.

  • Excellent phone & computer skills, ability to multi-task & think logically.

  • 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.

  • Desire to work well within a team following the National Grid motto, Here with you, Here for you!

  • Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems and concerns.

More Information



MA Salary

$96,000 - $113,000 a year

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.