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Senior Specialist, Customer Energy Integration


About us

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.

National Grid is hiring a Senior Specialist for our Customer Organization in Waltham, MA.

Job Purpose

National Grid is committed to delivering safe reliable products and services that support jurisdictional energy saving goals and initiatives. This role is part of the Customer Delivery Team focused on managing the delivery of products and services including but not limited to energy efficiency for residential and non-residential customers in our service territories.

This role will provide administrative and project management services for National Grid s Residential energy saving programs, demand response and other future initiatives. The focus is on supporting Energy Efficiency Program Managers with ensuring timely payment of invoices, compliance with regulatory and audit controls, and resolution of customer escalation issues.

Support includes, but not limited to: research and provide solutions to customer inquiries, data entry, detailed invoice review and payment processing, program performance tracking and reporting, project management with respect to vendors, and other trade allies involved in customer efficiency projects and applications.

Key Accountabilities
  • Review and Pay Invoices contactor invoices
  • Troubleshoot incorrect invoices or incorrect reporting.
  • Submit and approve Accruals per program manager matrix. PO monitoring, control, and maintenance
  • Prepare various reports used for tracking program performance and account verification for vendors
  • Addresses escalated customer inquiries, and provide solutions
  • Provide answers to customer inquiries through energy efficiency email and manage the inbox for timely response to customers
  • Review and approve customer account verifications
  • Participate in user testing for National Grid controlled software upgrades. Participate with internal parties to improve internal software
  • Oversee the management of monthly Process Excellence (PEx) documentation and meetings: new monthly files, portfolio level reporting for PEx hub
  • Support additional administrative tasksas necessary.
  • Oversee and comply with department audit requirements for Unreported liabilities testing (ULT)
  • Review and provide detail on contractor background checklist
  • Bachelor s degree required in an energy, marketing or business related discipline with 5 years of customer service experience
  • 3 years energy efficiency or energy products management preferred, but not required
  • Some travel is required to various locations in New England territory for training and/or meetings
  • Ability to work proficiently with minimal supervision
  • Ability to work collaboratively in teams with co-workers
  • Must be available to work storm assignments
  • Proficiency in the use of Microsoft products including Outlook, Excel, Word & PowerPoint. Skills in manipulating data into pivot tables preferred
  • Highly motivated, self-starter with strong time management skills with a demonstrated ability to prioritize work and manage multiple projects under strict budget and time constraints.

Valid drivers license required with a safe driving history that meets National Grids Safe Driver policy

More Information

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.

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