Order Processing Representative

National Grid (https:\\careers.nationalgridus.com)


  Full Time   Employee

United States

National Grid is seeking Order Processing Representatives in our Customer Order Fulfillment Department in Waltham MA. We are a major electricity and gas delivery company with one of the largest electricity transmission and distribution systems in the Northeast.
We believe in serving our communities. Our neighbors are our customers and we’re proud to work hard for them every day.
Are you ready to be a part of our team? If so, here is your opportunity

About the Position:

Responsible to provide prompt, accurate, and professional response to customer requests and inquiries to facilitate effective customer relations in accordance with the job description and training. Position is responsible for completing the processing of new work requests. Job will require research, analysis, problem solving, and some simple design work to facilitate a timely and satisfactory response to customer requests, issues, and concerns.


Under general supervision, communicate with customers or their representative and explain and/or process applicable procedures for the following:
Interact with customers or their representatives on a daily basis.
Communicate required documents for design
Process work requests according to procedures to ensure a timely and satisfactory response to the customer.
Determine preliminary design scope
Perform simple design of fast track work requests (design work requests that meet template criteria).
Communicate and process appointments when needed
Apply the prescribed Company standards, guides, specifications, practices, and procedures in preparing layouts of simple overhead and underground electric services
Determine deposit requirements, application requirements, and provision of service policies.
Advise customers in the proper application of their electric service or request
Help determine the most economical method of providing service facilities for customers
Provide generic cost estimates of construction to customers (general costs to perform)
Determine and process customer payments for associated construction activities
Set initial work request expectations and negotiate preliminary customer need date
Utilize the Company information systems to track and update customer work request activities
May be expected to participate in large scale emergency events to support proactive customer service initiatives, unless excused by prior approval by management
Job Qualifications:
Two-year Technology based degree (Electrical preferred) or Business Administration from an accredited college or university OR equivalent experience (minimum of 2 years or equivalent experience in gas or electric business processes, customer service, or design).
Must pass clerical assessment test
Ability to handle contacts with customers and other departments in connection with job duties.
Ability to follow prescribed standards and procedures.
Highly motivated to take an assignment and progress independently.
Ability to foster positive customer relations; anticipate, identify, respond to customer concerns and problems, in accordance with the job description and training.
Ability to work successfully in teams with co-workers.

Knowledge of customer service techniques, strategies, and approaches
Proven oral and written communication and interpersonal skills
Knowledge and demonstration of problem resolution skills
Preferred knowledge of electric/gas theory and utility construction practices
Preferred knowledge of National Grid service construction standards and Service Information Requirements (green, red, white book)
Preferred experience and/or acumen in Network Strategies (Distribution Design), Operations, or Customer & Markets
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.
:Operations Support
Primary Location
:Operations Support
Job Posting
:Sep 12, 2016, 11:00:00 PM
Unposting Date

To apply for this job, contact:
Kathy Gangarossa

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