The purpose of this position is to provide prompt, accurate and professional response to customer requests and inquiries, and to facilitate effective customer relations in accordance with appropriate training. Position is responsible for completing detailed transactions, extensive research and analysis and problem-solving necessary to facilitate a timely and satisfactory response to customer issues and concerns with new connections, and perform all work as assigned in accordance with Establish Service
Employees will be provided with adequate training and assessments to allow them to perform the positions responsibilities.
Position Responsibilities (including but not limited to):
- Respond to customerand / or their representatives inquiries and contacts included but not limited to gas and electric investigations, web inquiries, email, WFMS and correspondence as they relate to new customer connections
- Resolve upfront customer inquiries and manage requests.Examples include but are not limited to: Processing work requests, processing payment and collection agreements, initiating new service requests, andresearching commodity availability,
- Respond to Start/Stop Residential and Commercial requests, Incoming and outgoing calls, back office work that support transactions in the Establish Service team.
- Assist customers in the Residential and Commercial DG Applications/ Deposits
- Provide information on the products and programs offered by the Company and generate referrals to the appropriate department, if necessary.
- Investigate and analyze customer problems and develop appropriate solution to satisfy customer needs.
- This position will be expected to respond to emergency call out and work extend and planned hours when company emergencies occur, unless excused by a prior approval by management- Ability to process emergency outage orders.
Qualifications
Job Qualifications:
Applicant must have knowledge of customer service techniques, strategies and approaches. The applicant must have the ability to utilize company information systems to triage, track and update activities, have excellent oral and written communication and interpersonal skills. Ability to develop positive customer relations, can anticipate, identify and respond to customer needs to facilitate customer loyalty, Display world class quality customer service skills while performing at a high level of accuracy and efficiency. The applicant must be able to work independently as well as work successfully with teams and/or coworkers to resolve customer concerns and problems, in accordance with the job description and training. The Company will have the discretion to disqualify applicants who are on a formal step under the Progressive Discipline system for either Work Performance, Conduct and Attendance or if they are on any formal step in the Collective Bargaining agreement for Attendance . The successful candidate must pass the Customer Contact Center test on record as well as ability to pass training assessments as defined by the company
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National Grid USA
40 Sylvan Rd
Waltham
Massachusetts United States
www.nationalgridus.com
