{"id":2120715,"url":"https://alion.io/job/national-grid-customer-service-associate","title":"Customer Service Associate","company":{"id":1754610,"name":"National Grid","domain":"nationalgrid.com","url":"https://alion.io/company/national-grid","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":72000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1000},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"YouTube","optional":false}],"status":"live","first_seen_at":"2026-10-04T07:00:00Z","employer_posted_date":"2026-10-04","last_verified_at":"2026-10-14T20:19:05Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"About us\nThe world of energy is changing faster than ever. At National Grid, the work you do will touch lives and shape the way we use and consume energy for generations to come. Whether you’re fresh out of school or an experienced professional, a career with us means a place at the leading edge. It means thrilling potential and the support for training and development to reach your goals. Because, as National Grid -looks to the future, our people will move forward, too.\nEmployee Resource Groups: ERGs at National Grid contribute to our shared future. They engage our employees and organization in creating and maintaining an inclusive workforce. Each group has a vision and mission to support recruitment, retention, talent development and market outreach. Our ERGs provide employees with career building, volunteering, networking, and peer mentoring opportunities, along with the chance to engage with senior leaders across the company.\nVolunteering: From Earth Day volunteering to United Way donations to regular blood drives and departments’ ongoing community service days, caring National Grid employees are out there in the communities we serve. We’re donating funds to meet community needs ranging from helping the environment to educating tomorrow’s workforce … and taking advantage of the company’s charitable matching contribution program. Together, we make a real difference.\nPlease take a moment to view our Customer Contact Center Job Preview on you tube and why becoming a part of National Grid's Customer Delivery team can open a world of endless career growth possibilities.\nhttps://www.youtube.com/watch?v=N9q_l-CvGUI\nJob Purpose\nLocation: Northborough, Ma\nPay:$26.95\nHours: M - F 10:30a - 7p\nNational 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. 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 as needed by the business to support our customer centric objectives.\nUnder general supervision, representatives handle fundamental customer contacts, including, but not limited to, the following:\nThis is an in office position at our Northborough office. There may be opportunity to work hybrid in the future.\nHandle Emergency Calls\nUpdate customer account information\nApply customer payments\nAssist Customers with beginning and ending service\nScheduling field orders in alignment with customer expectations\nAssist customers with billing issues both simple and complex\nHandle collections related concerns and assist customers with the various options available to maintain and/or reinstate their service\nKey Accountabilities\nMust be willing to work assigned shifts, which may include weekends, holidays and/or overtime.\nMust be available for full-time training; all training is paid. Consistent and punctual attendance is a must.\nMust remain up to date with all verbal and written communications including using email and supervisor to agent communication tools.\nComplete other duties and responsibilities to include but not limited to email, mail, web chat, and clerical work.\nUpon 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.\nProvide information on the products and programs offered by the company and generate referrals to the appropriate department, if necessary.\nInvestigate and analyze customer issues and develop appropriate solutions to satisfy customer needs.\nRespond to all customer contacts included but not limited to gas and electric investigations, complex meter situations, web inquiries, email, and correspondence.\nWill be expected to respond to emergency call out and work extended and planned hours when company emergencies occur.\nQualifications\nMinimum high school diploma or equivalent, some college preferred\nMust pass Assessment Test on record and training for this position\nPrior customer service or credit related experience\nAbility to understand and adhere to all routines of Customer Relations, Marketing and Operations and company policies\nKnowledge of regulatory requirements\nDisplay proficiency on all desktop computer applications that are necessary to perform the job\nExcellent communication and negotiation skills, requires patience and sympathetic understanding of customers issues with ability to use good judgement\nGood analytical skills, detailed and accurate\nOrganized and flexible\nMotivated\nAdaptable\nCourteous, polite and attentive to the Client/Customer\nDemonstrate and promote teamwork\nUndergo random drug testing\nProlonged CRT viewing\nMore Information\nPlease 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.\nMany 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.\nNational 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.\nNational Grid is committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans.\nOur employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti-discrimination laws. 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