What are the responsibilities and job description for the Analyst, Customer Connections position at National Grid?
Analyst, Customer Connections
Location: Waltham, MA, US, 02451
Division: Customer Gas Connections
Job Type:
Requisition Number: 53128
Department:
Job Function: Customer Experience and Marketing
About us
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.
National Grid is hiring a Customer Business Analyst to support strategic accounts in Massachusetts. This will be a hybrid role with a primary office location in Waltham, MA.
Job Purpose
National Grid is committed to the success of its customers. This role is critically important to National Grid in implementing the clean energy future. This position supports the Massachusetts’ Account Managers focusing on large commercial and industrial customers. The role will be responsible for the delivery of a large volume of activities that are driven by Account Managers to address customer needs. This is a dynamic analyst role that is also is responsible for assisting in the resolution of complex or large-scale customer issues and requires working in a matrix environment.
Key Accountabilities
- Use data to gather insights, identify patterns, and make recommendations to improve business processes.
- Conduct complex billing analysis related to major account escalations including summary bills - occasionally assisting with customer contact and support.
- Develop and maintain customer lists, segmentation, and quartile analysis for large business customers. Identify issues, customer needs, preferences, and pain points.
- Monitor, research and analyze managed account activity (e.g., billing and energy usage) and other customer facing issues.
- Maintain new and existing databases to effectively track resolution of issues of significant revenue impact – helping managers modify business practice where needed.
- Extract reports and analyze information from the tracking systems and databases to support customer requests and optimize operations.
- Investigate and resolve account issues communicating resolution in a manner the customer can understand including financial analysis/spreadsheets and on-site customer visits.
- Adhere to metrics to document service quality and to quantify gains in efficiency/customer satisfaction.
Additional Responsibilities
- Work in collaboration with internal stakeholders such as account managers, product teams, and customer advocacy teams to improve customer experience.
- Provide analytical support during negotiations of specific regulatory initiatives, (Rate Cases, Orders, Compliance filings), or as part of customer participation in various company programs.
- Travel to customer locations and other company facilities as required – to address company needs and customer concerns.
- Support outage management or emergency activities in accordance with National Grid’s policies
Qualifications
- Bachelor's degree in business, finance, economics, or information technology or 3 years of highly related (equivalent) work experience.
- Strong analytical, problem-solving, and critical-thinking skills. Advanced Excel skills or PowerBI skills a plus
- Excellent verbal and written communication skills and interpersonal abilities
- Being detail-oriented and capable of delivering a high level of accuracy
- Experience in utility industry -specifically commercial accounts or customer related, front office and/or back-office support.
- Experience and proficiency using customer billing systems (e.g., CSS/CRIS) is a plus.
More Information
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Salary
$78,000 - $92,000 a year
Salary commensurate with location and experience
$78,000 - $92,000 a year
Salary commensurate with location and experience
This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
Nearest Major Market: Waltham
Nearest Secondary Market: Boston
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