Analyst, Customer Contact
Business Unit:
New England Jurisdiction
Requisition Number:
6656
About us
National Grid is hiring an Analyst, Customer Contact for the Office of the President in Worcester, 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 put 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 ourselves and our business.
Job Purpose
To oversee and manage handling escalated customer complaints and Executive REferrals as well as develop deep partnerships with regulators, vendors, and internal stakeholders to ensure customer issues are addressed timely and in line with our regulatory framework. The Analyst of the Office of the President will ensure the department maximizes tracking, performance, and responses to lower the risk for regulatory and financial penalties in Massachusetts. The analyst will aid in proactive communications to key stakeholders internally and externally and will be overseen by the Office of the President manager.
Key Accountabilities
- Operate under the guidance of the manager of Office of the President to ensure optimal resolution of complaints, inquiries, referrals, and formal/informal hearings with the Massachusetts Consumer Division of the Public Utilities Commission (PUC).
- Manage and coordinate complaint resolution using Salesforce C3M, ensuring timely and effective handling.
- Investigates and resolves escalated customer inquiries and complaints; collaborates with the legal department to support DPU appeal preparations.
- Facilitate and support internal departments in planning and executing customer meetings.
- Interpret and assess the impact of regulatory rules, company policies, and tariffs on operations and customer delivery.
- Provide actionable insights and support cross-functional teams in driving process improvement.
- Develop and maintain relationships with internal stakeholders and MA regulatory external stakeholders.
- Participate in regulatory discussions and represent the organization as needed.
- Support regional team needs as required.
Qualifications
- Bachelor’s degree or 5 to 7 years of equivalent experience in areas such as credit/collections or customer service.
- Strong customer service focus.
- Extensive knowledge of the Customer Service Systems (CSS); familiarity with Salesforce is a plus.
- Strong technical and analytical skills.
- Exceptional oral and written communication skills.
- In-depth understanding of company policies, procedures, and organizational structure.
- Knowledge of National Grid’s electric or gas policies, processes, and systems.
- Comprehensive expertise in rates, billing systems, electric field tariffs, service bulletins, and preparation of billing investigation reports.
- Thorough understanding of Massachusetts's regulatory rules and regulations.
Professional Competencies and Deliverables for Analyst
- Documentation: Maintain clear, comprehensive documentation to support transparency, reproducibility, and knowledge sharing.
- Effective Communication: Demonstrate strong written and verbal communication skills to convey complex information clearly and persuasively.
- Accuracy & Timeliness: Consistently deliver high-quality outputs on time, ensuring data integrity and reliability.
- Proactive Value Creation: Anticipate stakeholder needs and proactively identify opportunities to add value through innovative solutions.
- Team Player: Promotes team effectiveness by soliciting input from team members, communicating expectations of the tracking needs, and helping with root cause analysis.
More Information
Salary
$76,000 - $89,000 a year
National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based
scoring. For more information, please view NYC Local Law 144.
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 and 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 committed to providing equal employment opportunities to all employees and applicants for employment
regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy,
gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status
in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for
individuals with disabilities and protected veterans.
Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the
hiring process and during employment. National Grid complies with all applicable federal, state, and local antidiscrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment,
and we encourage a culture of respect for all.
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Nearest Major Market: Worcester