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National Grid Establish Service Representative 1 in Northboro, Massachusetts

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Job Purpose

Location: Northborough, Ma

Pay: $21.67

The purpose of this position is to provide prompt, accurate and professional response to customer requests and inquiries, and to facilitate effective customer relations in accordance with appropriate training. Position is responsible for completing detailed transactions, extensive research and analysis and problem-solving necessary to facilitate a timely and satisfactory response to customer issues and concerns with new connections, and perform all work as assigned in accordance with Establish Service Employees will be provided with adequate training and assessments to allow them to perform the positions responsibilities.

Key Accountabilities

  • Respond to customer and / or their representatives inquiries and contacts included but not limited to gas and electric investigations, web inquiries, email, WFMS and correspondence as they relate to new customer connections

  • Resolve upfront customer inquiries and manage requests. Examples include but are not limited to: Processing work requests, processing payment and collection agreements, initiating new service requests, and researching commodity availability

  • Respond to Start/Stop Residential and Commercial requests, Incoming and outgoing calls, back office work that support transactions in the Establish Service team.

  • Assist customers in the Residential and Commercial DG Applications/ Deposits

  • Provide information on the products and programs offered by the Company and generate referrals to the appropriate department, if necessary.

  • Investigate and analyze customer problems and develop appropriate solution to satisfy customer needs.

  • This position will be expected to respond to emergency call out and work extend and planned hours when company emergencies occur, unless excused by a prior approval by management

  • Ability to process emergency outage orders.


  • Applicant must have knowledge of customer service techniques, strategies and approaches.

  • The applicant must have the ability to utilize company information systems to triage, track and update activities, have excellent oral and written communication and interpersonal skills.

  • Ability to develop positive customer relations, can anticipate, identify and respond to customer needs to facilitate customer loyalty, Display world class quality customer service skills while performing at a high level of accuracy and efficiency.

  • The applicant must be able to work independently as well as work successfully with teams and/or coworkers to resolve customer concerns and problems, in accordance with the job description and training.

  • The Company will have the discretion to disqualify applicants who are on a formal step under the Progressive Discipline system for either Work Performance, Conduct and Attendance or if they are on any formal step in the Collective Bargaining agreement for Attendance

  • The successful candidate must pass the Customer Contact Center test on record as well as ability to pass training assessments as defined by the company

  • Capability Requirements:

  • Identifies basic relationships between sources of data, such as cause and effect or if-then relationships

  • Required to transform our customer experience by proactively offering personalized solutions and programs best suited for their needs

  • Takes personal responsibility for correcting problems promptly and communicates effectively customer expectations to monitor delivery and satisfaction

  • Reviews accuracy of own work and checks that all details are completed

  • Build upon technical/professional skills within own area of specialty or of other processes in order to continually grow your personal contribution to the business

  • Take on increased levels of responsibility for being empowered and accountable in taking ownership in setting clear expectations

  • Highly focused to stay on task, attentive and purposeful.

  • Highly flexible in adapting to new ways of working with our customers

More Information

Please be advised that due to the nature of this position, incumbents are subject to federal Drug & Alcohol safety regulations governing US Department of Transportation ("DOT") covered positions, including the Federal Motor Carrier Safety Administration (FMCSA) and Pipeline Hazardous Material Safety Administration (PHMSA). As such, the Company’s testing programs and policies regarding the use of federally prohibited drugs or alcohol, for recreational or medical purposes, will remain in effect for these safety-sensitive, DOT covered positions.

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.