Bilingual Customer Advocate, Customer Contact

About us

Job Purpose

As a Customer Advocate, you will work directly with National Grid’s most vulnerable customers, as well as the external support agencies and advocacy organizations that serve them. Your mission is to improve customers’ quality of life by increasing awareness of and enrollment in the tools and programs National Grid offers to help income-eligible customers manage the affordability and volatility of their monthly energy costs.

In this role, you will also act as an internal voice for these customers, ensuring their perspectives, needs, and lived experiences are represented within National Grid. By doing so, you will help inform the development of strategies, programs, and offerings designed to more effectively support income-eligible customers and strengthen the company’s commitment to equitable service.

Key Accountabilities

• Provide one‑on‑one support to customers, assisting with billing inquiries, payment options, negotiated payment agreements, LIHEAP applications, outage preparedness, protections certification, and energy efficiency resources.
• Travel regularly via personal vehicle across Massachusetts to community events hosted in socioeconomically challenged areas, partner agency offices and National Grid facilities.
• Represent National Grid at community outreach events, including Customer Care evets and other forums attended by income‑eligible customers.
• Ensure all work adheres to National Grid policies, processes, and procedures, while maintaining compliance with applicable legislation and regulatory requirements.
• Identify and activate new community‑based and external engagement channels to increase awareness of and participation in National Grid programs for income‑eligible customers.
• Manage and prioritize customer referrals from multiple sources—including email, vendors, call centers, field teams, and internal partners—in accordance with established policies and procedures.
• Build and maintain strong relationships with internal teams and external partners to share information on social care programs, emerging opportunities, and customer support services, while offering informed guidance and technical expertise.
• Establish trusted relationships with community agencies and advocacy organizations, serving as their primary point of contact and “go‑to” resource for National Grid programs, policies, and referrals.
• Capture insights from customer interactions and community engagement to represent the voice of income‑eligible customers and inform the design and evolution of National Grid programs and offerings.
• Continuously build technical and professional expertise in customer advocacy to enhance personal impact and contribution to the business.
• Leverage peer networks to share best practices and apply emerging knowledge within the customer experience space.

#LI-LM1

Qualifications

• Bachelor’s degree is required.  
• 3+ years of related experience in customer advocacy, customer service, or a similar support‑focused role required
• Bilingual proficiency in English and at least one of the following languages (Haitian Creole, Mandarin, or Portuguese) is required
• Must have valid driver’s license
• Experience with PowerBi, Reporting and Customer Management Systems is highly preferred
• Demonstrated success in a customer service environment, ideally with experience supporting low‑income or vulnerable populations.
• Understanding of fundamental low‑income energy assistance and affordability program concepts is strongly preferred.
• Knowledge of, or the ability to quickly learn, National Grid customer information systems, including customer account management, billing and financial structures, energy management systems, and document management tools (e.g., CSS or similar platforms).
• Familiarity with, or the ability to rapidly develop expertise in, social service and assistance programs available to income‑eligible customers, with a proven ability to explain complex program options clearly to diverse audiences.
• Understanding of National Grid’s business operations, policies, and practices, or the demonstrated ability to acquire this knowledge efficiently.
• Knowledge of relevant industry practices, regulations, and compliance requirements.
• Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Access.

Capability Requirements

• Attention to Detail: Consistently monitors service quality, follows established procedures, and ensures customer support activities meet organizational standards and compliance requirements.
• Customer Orientation: Takes personal accountability for resolving customer issues promptly and ensures customer expectations are communicated, monitored, and met—particularly for those most in need.