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Consultant-IS I-US
Ref No.: 18-16283
Location: Waltham, Massachusetts
Job Purpose:

To be the primary point of accountability for the handling short cycle jobs or requests from external customers relating to Small Scale Distributed Generation applications. These requests are in the form of solar installation applications, where a technical screening will be required to ensure compliance with tariff requirements as well as National Grid electrical standards. Will ensure customer satisfaction is achieved through the completion of this transactional service fulfillment or resolution through the job life cycle.

Key Accountabilities and Responsibilities:
• Acts as the primary point of contact for these external customer requests, provides support, resolves issues, and ensure orders are fulfilled and delivered against service level agreements.
• Processes all transactional fulfillment requests and ensures completion of all job requirements.
• Processes, troubleshoots, and monitors the resolution of any applicable miscellaneous inquiries.
• Works with other business stakeholders to support the fulfillment of all applicable external customer requests.
• Utilize the necessary NGrid Systems, such as; CSS, STORMS, GIS (nondesign), PORD, AVLS, IDS, & SAP in order to manage jobs, invoice customers and investigate and solve customer inquiries.
Additional Accountabilities
Employees are expected to deliver on the key accountabilities list above as well as those listed below.
• Develop and maintain effective relationships with other business units in order to share best practice in customer / operations support, understands and challenge business decisions.
• Promote and implement procedural best practices for customer request support in order to ensure all working practices are compliant with National Grid policies and regulatory requirements.
• Review customer issues and highlight relevant information in order to enable analysis of key themes and trends.
• Promote and implement procedural best practices for customer request support in order to ensure all working practices are compliant with National Grid policies and regulatory requirements.
• Review customer issues and highlight relevant information in order to enable analysis of key themes and trends.






Knowledge & Experience Requirements:
• Bachelor's degree in business, engineering, technology, or other related discipline or equivalent work experience.
• Typically requires a minimum of 1 year of experience in a customer support role.
• Possesses a general understanding of National Grid's electric business.
• Demonstrates excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills while troubleshooting and defining resolutions within the practices and policies of the business.
• Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems and concerns.
• Posses the technical ability to learn and use the necessary NGrid Systems, such as; CSS, STORMS, GIS (nondesign), PORD, AVLS, IDS, & SAP.