Representative (Customer Connections), Customer Contact

About us

National Grid is hiring a Residential Gas Connections Representative for our Customer Contact department in Waltham, Massachusetts. 

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

This position is responsible for supporting the Gas Connection team’s goals of serving new / prospective customers with access to Natural Gas under the corresponding Terms and Conditions of Service for Boston Gas Company and Colonial Gas Company Firm Tariff and Rates portfolios. This position requires the applicant to fulfill the specific role of Team Coordinator, creating work packages, billing accounts and working closely with internal stakeholders to meet customer need dates.

Key Accountabilities

• Processing, monitoring and balancing the status of multiple Residential projects involving customer-driven work associated with natural gas main and service relocations as well as main retirements in Massachusetts.  
• Support / Assist with monitoring and progressing Gas Connection activities involving new main, service and meter installations.
• Functional activities include processing contracts, creating new accounts, invoicing and tracking customer payments. Communication to both internal and external stakeholders.
• Advance projects via multiple computer platforms and reporting systems to completion. (Maximo, Power Plant, ArcGIS, , SAP, CRIS, Gridforce (Salesforce).
• Support the Account and Project Managers to prioritize work
• Create / assist with non-utility billing (NUB) invoicing for Main, Service and Fitting relocation projects. 
• Develop and maintain relationships with internal stakeholders such as Construction, Fitting, Project Managers, Field Inspectors, Resource Planning, Operations Engineering, , Gas Connections, Legal, ROW specialist, Environmental and Customer Contact Centers

Qualifications

• Minimum of 2 years of utility; customer contact, coordination, job planning, or related experience required
• Bachelor’s degree preferred
• Possess an understanding of Natural Gas asset / infrastructure design and construction standards.
• Demonstration of a high level of personal initiative and ability to interact with a diverse group of company personnel, contractors, regulatory representatives, and town/city officials in a positive collaborative manner.
• Ability to interact strategically with both external and internal stakeholders.  
• Must possess organizational skills and have the ability to prioritize work and manage multiple projects.

More Information

Salary: $82,000 - $96,000

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. Internal 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.