Advocate, Customer Contact

National Grid is hiring two Advocate, Customer Contact positions for our NY Customer Advocacy team in our Buffalo and Albany locations. (Hybrid)

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.

As a Consumer Advocate at National Grid, you will play a vital role in supporting our most vulnerable customers. This position focuses on assisting low- and moderate-income households and individuals facing financial hardship or special circumstances such as illness, job loss, or family emergencies. You will also provide support to customers with special needs-including the elderly, disabled, visually impaired, or those with chronic medical conditions-ensuring they have access to essential resources and protections.

Advocates work closely with social services, community organizations, and internal teams to connect customers with assistance programs, improve engagement, and educate consumer groups and customers about available programs and services. This role requires strong interpersonal skills, problem-solving abilities, and a commitment to delivering exceptional customer care.

• Manage and prioritize customer referrals from multiple sources (email, vendors, call center, field) in compliance with policies.
• Act as liaison to resolve escalated customer cases, including after-hours support.
• Provide one-on-one assistance for billing, payments, payment agreements, outage preparation, energy efficiency, and protection certifications.
• Attend outreach events and meet customers in their communities to provide support and education - may involve occasional nights and weekends.
• Build and maintain relationships with internal teams and external agencies to share information and promote assistance programs.
• Present to consumer groups and customers to increase awareness of programs and services.
• Develop and distribute training materials, brochures, and documentation for customers, agencies and colleagues.
• Continuously enhance technical and professional skills in Consumer Advocacy.

• Bachelor's degree preferred
• 3+ years of customer service experience
• 3-6 years of experience influencing outcomes using data and business cases

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