About us

National Grid is hiring a Customer Connections Analyst for our Customer Connections Policy & Support department in Syracuse NY, Albany NY, or Buffalo NY. 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

To support Electric Connections in the Contributions in Aid of Construction (CIAC) process, including policy interpretation, project estimation and actual project cost reconciliation support.

This role is hybrid which includes remote and in-office work.

Key Accountabilities

• Support Electric Connections representatives by performing and validating CIAC cost estimates, so that cost reimbursement agreements can be executed, and construction work can be scheduled.
• Support Electric Connections representatives by facilitating requests for actual project cost reconciliation, including researching discrepancies, documenting variances, supporting final billing activities and collections inquires.
• Develop detailed understanding of the applicable rules and regulations the Company operates under (i.e. tariffs).
• Demonstrate proficiency in a wide variety of financial concepts necessary for interpreting data and performing project estimation activities (ex. finance, tax, cost accounting, revenue analysis).
• Demonstrate proficiency with the tools and systems used to gather the information necessary to accumulate and organize data used into appropriate outputs.
• Build positive relationships with key stakeholders within the Company (including Electric Connections, Customer and Community Management, Account Management, Legal, Regulatory, Estimating, Planning and Operations, Plant Accounting) in order to fully explain and support the implementation of National Grid policies, processes and procedures.
• Promote and implement procedural best practices for customer request support in order to ensure all work practices are compliant with National Grid policies and regulatory requirements.

• Challenge existing ways of working and continuously seek ways to do things differently to drive greater efficiencies within the end-to-end process.
• Engage people and develop them through teamwork and a high level of participation.
• Contribute to the accomplishment of UNY CIAC Support department, Customer Connections, Customer and Company goals and objectives.

Knowledge & Experience Required

• Bachelor's degree in business, engineering, project management, technology or other related discipline or equivalent work experience*
• *At least 2 years of experience in a customer support role (electrical distribution customer, design, project management or construction roles preferred) absent bachelor's degree.
• Strong analytical and problem-solving skills; must be able to provide timely and accurate analyses.
• Ability to work independently, handle multiple tasks and determine priorities in a team environment.
• Demonstrates knowledge of customer service techniques, strategies and approaches.
• Demonstrates excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills using visual aids, data or information to support line of reasoning.
• Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems.
• Demonstrates project management skills.
• Proficient in relevant software and tools including Microsoft Office suite (ex: Excel, Word, PowerPoint).

Capability Requirements

• Customer / Stakeholder Orientation: Takes personal responsibility for correcting problems promptly and un-defensively and communicates customer / stakeholders' expectations to monitor delivery and satisfaction.
• Project Management: Employs strong organizational skills and ability to track/maintain multiple tasks, determine priorities and meet deadlines.
• Communication: Possesses strong interpersonal, presentation and communication skills.
• Impact & Influence: Uses direct persuasion to influence others, using basic data, logic or a solid business case.
• Attention to Detail: Reviews and tracks detail accuracy, checks to ensure procedures are followed.
• Stakeholder Engagement: Identifies and engages all critical stakeholders in relevant discussions.
• Continuous Improvement: Builds upon technical/professional skills within own area of specialism or other processes in order to continually grow personal contribution to the role and to the business.
• Motivation: Maintains positive outlook and exhibits a 'can-do' attitude in a high-pressure environment.

More Information

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Upstate NY Salary

$70,000 - $82,000 a year

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.