Customer Integration, Program Support
National Grid
Buffalo New York
Salary: Neg Per Hour
Key Accountabilities
- Develop a working understanding renewable
energy projects and services and applicable regulations and tariffs we
operate under in New York state.
- Ensure customer satisfaction within
program guidelines and assist with customer inquiries as a subject matter
expert on DG billing.
- Drive towards automated and digital
solutions that will enhance the customer experience.
- Develop and improve processes and
performance of customer service functions.
- Produce and deliver effective customer
communications (program manuals, web page updates, customer outreach
webinars, letters etc.)
- Produce effective information for
leadership and team members.
- Develop and deliver on Key Performance
Indicators (KPIs) and billing metric targets.
- Monitor program trends and insights from
customers and stakeholders to determine program drivers.
- Collaborate with internal and external
partners to adjust program delivery practices to ensure best-in-class
service.
- Proactively identify and solve for root
causes of billing errors.
- Continuously seek better ways to enhance
customer service and cost effectiveness.
- Provide technical guidance, support,
coaching and training to others to share knowledge and increase
understanding of distributed generation billing.
- Update and maintain standard operating
procedures.
Qualifications
- Associate’s degree or equivalent in
Business, Marketing, Economics, Accounting, Environmental Studies,
Sustainability, or a related area required. Bachelor’s degree preferred.
- 3+ years of work experience in a related
role with some business experience required.
- Solid writing and verbal communication
skills are required with demonstrated ability to apply these in a business
setting.
- Professional and/or academic experience
in renewable energy and/or customer service is preferred.
- Knowledge of the electric utility
industry and/or distributed generation is preferred.
- Proficiency in or ability to learn
relevant software is required (.e.g. Microsoft office products – Excel,
Word, PowerPoint, Teams) along with other programs and applications such
as Salesforce and the Company’s billing system.
- Experience with process improvement is preferred.
Job Overview
Posted Date: 12 May 2024
Location: Buffalo New York
Salary: Neg Per Hour
Company Information
National Grid lies at the heart of a transforming energy system. Our business areas play a vital role in connecting millions of people to the energy they use, while continually seeking ways to make the energy system cleaner. National Grid Ventures and National Grid Partners also enable innovations to help revolutionise and decarbonise the future of energy.
Name: National Grid
Web: www.nationalgrid.com