Sr. Customer Service Representative

National Grid (https:\\


  Full Time   Employee

United States

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 . . .
Customer Service Representative $ 16.51 per hour
Come join our Customer Call Center team as a Customer Service Representative at our Northborough Call Center location! Customer Service Representatives are responsible for handling of multi-channel customer contacts. This includes but is not limited the resolution of inquiries emanating from incoming and outgoing phone calls, customer mail/e-mail, web-chat, IVR. Effectively utilize Customer Relations Group resources to ensure thorough resolution of customer inquiries.

Additional responsibilities include but not limited to the following:
Ensure customer and client inquiries are handled thoroughly through the utilization of all Customer Relations Group
Handle incoming customer and customer calls
Make outgoing customer and client calls as required to handle inquiries (ie.dispatch, meter reading)
Answer customer e-mails, regular mail, web chat
Update and maintain customer and client data utilizing the company’s enterprise customer system(s) and other supporting systems as required.
Identify customer account issues surrounding meter, billing, collection, service that need resolution.
Ensure proper company resources are utilized to resolve issues (PFR, meter reading, OSI, MSF, PCS, Marketing, public relations etc.)
Create service orders as needed (including emergency workorders)
Identify means to improve operations internally and externally
Promote company product to customers, support marketing initiatives
Make bill adjustments (i.e. 16-23, DAC, less involved adjustments), agreements, extensions, adhere to company collection procedures.
Perform duties of lower classification as required
Knowledge of customer service techniques, strategies and approaches.
The successful candidate must have excellent oral and written communication and interpersonal skills.
They must possess the ability to develop positive customer relations; anticipate, identify, respond to customer needs and facilitate customer loyalty.
They must have the ability to work independently to resolve customer concerns and problems, in accordance with the job description and training.
They must have the ability to work successfully in teams with co-workers.
The successful; candidate(s) must pass the Customer Contact Center test on record.
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.
:Customer Care
Primary Location
:Shared Services
Job Posting
:Sep 30, 2016, 11:20:28 AM
Unposting Date
:Oct 30, 2016, 11:59:00 PM

To apply for this job, contact:
Kathy Gangarossa

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