Client Rep

Overview National Grid’s Customer Contact Center Representative position is an entry‑level, union‑represented role located in Upstate New York. The position offers a starting wage of $22.46 per hour and includes a comprehensive benefits package. Benefits Medical, dental, and life insurance 401(k) plan Vacation and tuition assistance Other supplemental benefits Key Responsibilities Update customer account information Apply customer payments Assist customers with beginning and ending service Schedule field orders in alignment with customer expectations Assist customers with billing issues, both simple and complex Handle collections‑related concerns and offer options to maintain or reinstate service Respond to all customer contacts, including gas and electric investigations, complex meter situations, web inquiries, email, and other correspondence Investigate and analyze customer issues to develop appropriate solutions that satisfy customer needs Perform general duties such as email, mail, web chat, and clerical tasks during training and as required after training Training and Schedule Training is conducted M‑F 8:00 am – 4:30 pm. Upon successful completion, representatives may work any of the following shifts: Morning, afternoon, or night shifts Weekends, holidays, and overtime as needed 24/7 call center operations Full‑time training is paid and requires availability during the scheduled hours. Qualifications High School Diploma or GED required Successful completion of a Company‑supported assessment (HireVue) and classroom training Ability to multitask across multiple system applications Customer service experience preferred Multi‑bilingual candidates preferred Pay and Shift Differential Pay Rate: Starts at $22.46 per hour and increases to $23.72 per hour after six months of service. A shift differential of an additional $1.00 per hour is offered for eligible night and weekend shifts. Safety and Compliance Incumbents are subject to federal Drug & Alcohol safety regulations governing DOT covered positions, including FMCSA and PHMSA. The Company’s testing programs and policies regarding the use of federally prohibited drugs or alcohol remain in effect for these safety‑sensitive positions. Collective Bargaining Agreement Many terms and conditions of employment for this position are defined by the collective bargaining agreement that the Company has with a local union. Newly hired employees are bound by the terms of that agreement as well as other agreements between the Company and the local union. Assessment and Legal Compliance National Grid utilizes an assessment that evaluates job qualifications/characteristics using AI or statistically based scoring. For more information, see NYC Local Law 144. Equal Employment Opportunity National 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. National Grid complies with all applicable federal, state, and local anti‑discrimination laws. #J-18808-Ljbffr