Advocate, Customer Contact

 

Advocate, Customer Contact

Location: Buffalo, NY, US, 14214

Division: Customer Consumer Advoacy

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Job Type:

Requisition Number: 45105

Department:

Job Function: Customer Experience and Marketing

About us

National Grid is hiring a Consumer Advocate in our Buffalo, NY location.

This is a Hybrid Role - Must live within a commutable distance to our Buffalo office.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

The Consumer Advocate is responsible for managing customer referrals from a variety of both internal and external sources, most of whom are designated as low-income, special needs and vulnerable households.

Key Accountabilities

• Establish and maintain relationships with internal and external stakeholders to obtain and share information on issues that face our most vulnerable customers and educate on social and community sponsored program polices and requirements as well as National Grid’s low-income programs and fuel funds.
• Serve as a liaison to address, respond and resolve escalated cases for all external customers
• Develop and manage the approach to special cases (e.g customers with special needs)
• Ensure processes, practices and procedures are followed are in line with National Grid policies and compliant with legislation and regulations
• Develop, distribute and prepare training material, brochures and supporting documentation to relevant customers and internal colleagues.
• Research and develop sources of assistance funds for customers.
• Represent the company at all appropriate community programs to educate and assist customers on available programs and services.
• Serve as member of board or participate in community organizations.

Qualifications

• A Bachelor's degree prefered and up to 3 years of related experience, or equivalent consumer advocacy experience.
• Must be extremely flexible and able to change directions quickly in a fast-paced environment.
• Possess the ability to think critically, use good judgement and make sound decisions in high pressure situations
• Knowledge and experience of social care and support policies, standards and systems.
• Ability to work with customers in need and develop supporting solutions.
• Knowledge of National Grid's business operations, company policies and practices – especially Collections and Special Protections policies
• Knowledge of the Home Energy Fair Practices Act (HEFPA)
• Knowledge of relevant industry and federal practice and legislation.
• Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint).

More Information

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Salary
$62,000 - $73,000 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: Buffalo

Recruitment Advisory

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