MA Electric Customer Connections Team Lead

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is hiring a MA Electric Customer Connections Team Lead for Massachusetts
This is a Hybrid Role - Must live within a commutable distance to our locations

The Electric Customer Connections Teams work directly with residential and commercial customers that request new electric connections in Massachusetts. The Team Lead will resolve customer escalations, ensure customer satisfaction, coach and monitor a team, and improve the customer experience through process change. This role is non-supervisory, and it is hybrid with a mix of remote and in-office work.

• Resolve customer escalations by working with the customer, Job Owner, Designer, or field teams. Understand and research the issue including electric design, payment, permitting and construction requirements. Work with various teams to prioritize the customer, keep customer or stakeholders informed.
• Review or approve work requests for electric load calculations, payment calculations, customer billing and various compliance procedures.
• Coach and train team members on proactive customer communications, electric load and construction requirements, procedures, managing and organizing data systems.
• Progress work and complete tasks in the following systems: SAP products, Excel, Salesforce, PowerBI, etc.
• Analyze data to ensure customer satisfaction, project timeliness, and business efficiency.
• Find better, faster ways to serve customers through process changes. Craft, implement and engage teams in process changes that improve customer satisfaction.
• Develop and maintain relationships with business teams to support customers' requests for electric service.
  

Qualifications:

• Education: Bachelor's degree preferred or equivalent work experience.
• Work experience: A minimum of 5 years of in a customer role
• Experience in utilities, electric design, construction preferred
• Experience in data systems such as: Customer relationship management software, Power BI, SAP products, GIS/mapping, Excel

Capability Requirements

• Energetic self-starter who demonstrates personal accountability and leadership.
• Strong interpersonal, communications, organizational, and analytical skills.
• Well organized and flexible to adapt to rapidly changing market conditions.
• Customer oriented and takes personal responsibility for correcting problems promptly and communicates customer expectations to monitor delivery and satisfaction.
• Attention to detail and can monitor quality of own and others' work, checks to ensure procedures are followed.
• Knows how to remain motivated, engaged and positive with an eye towards personal development.
• Ability to work cross functionally within a highly matrix organization.
  

#LI-JF1
#LI-HYBRID