Analyst, Customer Contact

• Operate under the guidance of the manager of Office of the President to ensure optimal resolution of complaints, inquiries, referrals, and formal/informal hearings with the Massachusetts Consumer Division of the Public Utilities Commission (PUC).
• Manage and coordinate complaint resolution using Salesforce C3M, ensuring timely and effective handling.
• Investigates and resolves escalated customer inquiries and complaints; collaborates with the legal department to support DPU appeal preparations.
• Facilitate and support internal departments in planning and executing customer meetings.
• Interpret and assess the impact of regulatory rules, company policies, and tariffs on operations and customer delivery.
• Provide actionable insights and support cross-functional teams in driving process improvement.
• Develop and maintain relationships with internal stakeholders and MA regulatory external stakeholders.
• Participate in regulatory discussions and represent the organization as needed.
• Support regional team needs as required.

• Bachelor's degree or 5 to 7 years of equivalent experience in areas such as credit/collections or customer service.
• Strong customer service focus.
• Extensive knowledge of the Customer Service Systems (CSS); familiarity with Salesforce is a plus.
• Strong technical and analytical skills.
• Exceptional oral and written communication skills.
• In-depth understanding of company policies, procedures, and organizational structure.
• Knowledge of National Grid's electric or gas policies, processes, and systems.
• Comprehensive expertise in rates, billing systems, electric field tariffs, service bulletins, and preparation of billing investigation reports.
• Thorough understanding of Massachusetts's regulatory rules and regulations.

Professional Competencies and Deliverables for Analyst

• Documentation: Maintain clear, comprehensive documentation to support transparency, reproducibility, and knowledge sharing.
• Effective Communication: Demonstrate strong written and verbal communication skills to convey complex information clearly and persuasively.
• Accuracy & Timeliness: Consistently deliver high-quality outputs on time, ensuring data integrity and reliability.
• Proactive Value Creation: Anticipate stakeholder needs and proactively identify opportunities to add value through innovative solutions.
• Team Player: Promotes team effectiveness by soliciting input from team members, communicating expectations of the tracking needs, and helping with root cause analysis.