The American Society of Mechanical Engineers (ASME)

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1 day old
2018-01-192018-02-17

Consumer Advocate

Providence, RI
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  • Job Code
    20173944
Company
Description: Description About the Position: Analyze data and activities to provide relevant and up to date information to support decision-making and the effective working of National Grid. At the higher levels this role will also design and implement procedures and policies within their area of work to improve the working of National Grid. Position Responsibilities (including but not limited to):
Work with customers one on one for billing, payments, negotiating payment agreements, HEAP, outage preparation, protections certification, energy efficiency support. Develop relationships with internal and external stakeholders in order to obtain and share information on social care opportunities and developments, as well as provide technical advice and build bases of influence. Manage and prioritize referrals from email, vendors, call center, field and other internal communications in line with policies. Develop and manage the approach to special cases (e.g. customers with special needs) ensuring a tailored and effective response in line with expectations. Manage the day to day relationship with relevant internal parties and external agencies and bodies in order to understand requirements, deliver appropriate, customized solutions and advice, and build cross-functional working in line with National Grid policies and processes. 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. Build upon technical/professional skills within consumer advocacy in order to continually grow your personal contribution to the business. Develop and utilize peer group network in order to absorb and apply technical/professional best practice within the consumer and social care arena. This role requires occasional driving
Qualifications Knowledge & Experience Required: Bachelor's degree preferred and 1+ years of related experience, or consumer advocacy experience.
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
Knowledge of relevant industry and federal practice and legislation.
Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint).
Must have a good working knowledge of tools and systems within designated area.
Capability Requirements:
Impact and Influence (1): Uses direct persuasion to influence others, using basic data, logic or a solid business case to help generate the best outcomes for consumers .
Customer Orientation (2): Takes personal responsibility for correcting problems promptly and undefensively and communicates customer expectations to monitor delivery and satisfaction for those most in need. Attention to Detail (3): Monitors quality of how customers are supported, checks to ensure procedures are followed.
National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat 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.
Job : Business Services Primary Location : Rhode Island Organisation : Business Services Schedule : Full-time Job Posting : Jan 3, 2018, 7:26:19 PM Unposting Date : Jan 18, 2018, 4:59:00 AM

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Consumer Advocate

National Grid
Providence, RI

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National Grid
Providence, RI

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