Sr Project Coordinator, Customer Connections

About us

National Grid is hiring a Senior Project Coordinator, Customer Connections, for our Customer Electric Connections department.  This position can be considered in the following locations in Massachusetts: Northboro, Hopedale, Brockton, Worcester, North Andover, Malden or Beverly. This is a Hybrid role with time spent in the office as needed and half the time spent in the field. 

Every day, we deliver safe and reliable energy to homes, communities, and businesses. Our people are at the heart of everything we do, and we are dedicated to supporting their health, safety, and ability to contribute to our mission. As we continue to evolve, we need team members who are proactive, collaborative, and committed to continuous improvement. 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

This role will be the single point of accountability for the delivery of customer-sponsored electric work requests, whether for new or upgraded services. This position will actively manage Complex customer requests throughout the Company’s end-to end electric service delivery process in a manner that will meet or exceed customer expectations as demonstrated through strong results in the Company’s Trade Ally Satisfaction survey.  Role will be assigned to a regional area and handle large commercial, industrial, and municipal requests.  

Key Accountabilities

• Act as the primary point of contact for these external customer requests, provide support both internally and externally, resolve issues and ensure orders are fulfilled 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 cost estimates for complex electric service work so that dependencies and construction work can be scheduled.
• Ensure delivery and execution of electric service request contracts or agreements to enable timely project scheduling.
• Collaborate with other business stakeholders at a local level to meet customer expectations and support successful completion of work requests.  Support to include, but not limited to, attend local planning meetings, coordinate and attend construction/site meetings with customers and other key stakeholders, advocate for customer needs throughout the process, etc.
• Develop and maintain effective relationships with other business units to share best practice in customer/operations support and understanding and challenge business decisions as needed.
• Promote and implement procedural best practices for customer request support to ensure all work practices are compliant with National Grid policies and regulatory requirements.
• Review customer issues and highlight relevant information to enable process improvement opportunities.

Qualifications

Required Qualifications:

• Excellent verbal and written communication and interpersonal skills, including the ability to consult and negotiate using data or visual aids.
• Project management skills, including planning, tracking and maintaining multiple tasks.
• Strong time management and prioritization skills.
• High attention to detail and procedural compliance.
• Demonstrated technical aptitude relevant to electric service delivery.
• Ability to work in the field as required and to collaborate across teams.

Preferred Qualifications:

• Bachelor’s degree in business, engineering, technology or a related discipline OR 5+ years’ experience in an electrical distribution, customer, design or construction role.
• Solid understanding of electric distribution business, tariffs and commercial policy.
• Experience with CIAC/non-utility billing and cost estimating for electric service projects.
• Proven experience coordinating construction/site meetings and working with multiple stakeholders.
• Strong phone and computer skills; ability to multitask and think logically.
• Experience driving continuous improvement and using data to influence decisions.
• Positive, resilient ‘can do’ attitude in high pressure environments.