New

Senior Representative, Customer Connections

National Grid
$110,000 - $129,000
United States, Massachusetts, Northborough
Mar 25, 2026
About us National Grid is hiring a Customer Electric Connections Senior Representative for our Connections & Strat Accts department in Northboro, MA. 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 put 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 ourselves and our business. Job Purpose The Electric Customer Connections Representative works directly with commercial electricians, developers, and customers that request new electric connections in Massachusetts. The purpose of this role is to clearly guide customers through their electric connection, process customer information, ensure customer satisfaction, resolve customer issues, and implement new and better ways to improve customer trust and ease. This role is hybrid, which includes a mix of remote and in-office work. Key Accountabilities Act as the primary point of contact for customers to provide support, resolve issues, and ensure customers' electric service orders are communicated and delivered timely. Process electric service request agreements so that customers and electricians can have service construction work completed within a specified timeframe. Develop and process billing for customer costs per applicable tariffs and policy for electric service projects. Understand and communicate technical requirements for electric design and construction, civil construction, real estate, permitting, metering, etc. Predict customer needs and proactively ease their connections journey. Answer customer questions, including technical electric questions about requirements, schedules and bills. Reduce a customer's wait time. Develop and maintain relationships with other business teams to support customer projects. Attend in-person construction meetings. Review data to ensure customer satisfaction, project timeliness, and business efficiency. Identify and support process improvements for customer satisfaction and efficiency. Qualifications Education: Bachelor's degree preferred or equivalent work experience. Work experience: A minimum of 2 years+ of in a customer support role. Experience in the utility industry is a plus. The successful candidate must have knowledge of customer service techniques, strategies, and approaches. Aptitude for learning new software and data entry. Excellent oral and written communication and interpersonal skills. Ability to develop positive customer relations; anticipate, identify, and respond to customer needs; and facilitate customer loyalty. Work independently to resolve customer concerns and problems, in accordance with the job description and training. Work successfully in teams and with colleagues. More Information Salary: $110,000 - $129,000 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. Internal 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.