Customer Service Rep 2

National Grid is a utility company seeking a Customer Contact Center Representative to join their team. The role involves handling customer inquiries, updating account information, and assisting with billing issues in a fast-paced environment.

Responsibilities

• 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
• Complete other duties and responsibilities to include but not limited to email, mail, web chat, and clerical work
• Upon completion of training, identify customer account issues surrounding meter, billing, collection, and service inquiries that need resolution, as well as, ensuring proper company resources are utilized to resolve issues with customer satisfaction
• Provide information on the products and programs offered by the company and generate referrals to the appropriate department, if necessary
• Investigate and analyze customer issues and develop appropriate solutions to satisfy customer needs
• Respond to all customer contacts included but not limited to gas and electric investigations, complex meter situations, web inquiries, email and correspondence
• Act as First Responders – report for work during emergencies. i.e. Natural disasters

Skills

• Must have a minimum a High School Diploma or GED
• Applicant must successfully pass Company supported assessment (HireVue), classroom training, and meet all performance expectations, as determined by the Company
• Ability to multitask between multiple system applications
• Strong interpersonal verbal and written skills
• Customer Service Experience preferred
• Some college preferred
• Multi/bilingual candidates preferred

Benefits

• Medical
• Dental
• Life insurance
• 401(k) plan
• Vacation
• Tuition assistance
• Shift differential of an additional $1.00 an hour on eligible shifts on nights and weekends offered

Company Overview

Company H1B Sponsorship