Customer Service Rep II

About us

National Grid's Customer Contact Center Representative position is an entry level, union-represented role that offers qualified candidates an opportunity to join a challenging, fast pace environment in Upstate NY. In addition to a starting wage of $21.81 per hour, we offer excellent benefits including medical, dental, life insurance, 401(k) plan, vacation, tuition assistance and more. The position is responsible for completing the detailed transactions and extensive research, analysis and problem-solving necessary to facilitate a timely and satisfactory response to customer issues and concerns. Due to the essential nature of the services we provide our customers, National Grid's Contact Center's hours of operation are 24 / 7 and accepted applicants will be assigned to work a as needed by the business to support our customer centric objectives.

Under general supervision, representatives handle fundamental customer contacts, including, but not limited to, the following :

• Hybrid opportunities available upon completion of in person training and demonstrated proficiency in role
• Handle Emergency Calls
• Update customer account information
• Apply customer payments
• Assist Customers with beginning and ending service
• Scheduling field orders in alignment with customer expectations
• Assist customers with billing issues both simple and complex
• Handle collections related concerns and assist customers with the various options available to maintain and / or reinstate their service

Key Accountabilities

Qualifications

Location- Syracuse, NY

Pay Rate- Starts at $21.81 an hour and increases to $23.03 an hour after 6 months of service. Shift differential of an additional $1.00 an hour on eligible shifts on nights and weekends offered.

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.

Many of the terms and conditions of employment for this position are defined by a collective bargaining agreement that the Company has with a local union. Newly hired employees are bound by the terms of the collective bargaining agreement as well as other agreements between the Company and the local union.

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.

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.