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Back Office Customer Service Representative

Syracuse, New York



A fast-paced dynamic environment where the focus is on our customers and the communities we serve. We are seeking individuals who are high-energy problem solvers and enjoy being part of a team. The call center is a great place to work and learn the utility business. There are opportunities throughout the company to grow into a long-term career.

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Job Description

Back Office Customer Service Representative

As part of National Grid’s continued commitment to safety, all new hires must be fully vaccinated against COVID-19. Anyone unable to be vaccinated, either because of a sincerely held religious belief or medical reason can request a reasonable accommodation.

About the Position

We are presently seeking a Revenue Cycle Management Associate for an opening in Syracuse. In addition to a starting wage of $17.35 per hour, we offer excellent benefits including medical, dental, life insurance, 401(k) plan, vacation, tuition assistance and more. Under general supervision, perform administrative and back-office duties. Perform a full range of assignments consisting of related steps, processes or methods. Exercise initiative in completing recurring work while using judgment and procedures. Perform work including, but not limited to, the following:

Job Responsibilities

  • Open, deliver, route, scan, log and process incoming correspondence (faxes, mail, emails, return mail/email)
  • Process and track Automated Clearing House (ACH) notification, return items, online lockbox decision tools, return checks, field collector payments, return and fee reports
  • Basic account updates, field orders and outbound calls based on account parameters 
  • Perform out outbound Commercial & Industrial collections calls on accounts with balances <$5,000  (excluding high risk or managed accounts) and outside collection agency work
  • Research, reconcile and resolve customer, agency, internal clients/billing owners/partners, banks inquires including account research, billing and adjustments 
  • Investigate and process billing, service order, collections, payment and audit/control related systems exceptions for timely and accurate revenue recognition
  • Process financial account transactions to ensure accurate account billing, balances, revenue and General Ledger (G/L) accuracy (, disputes, sales tax, debit/credit adjustments, deposit maintenance, suspends, vouchers, G/L activities, final bill disputes, customer directed payments, collection agency manual payments, bank issued, HEAP and cross system payments)
  • Perform and coordinate revenue loss mitigation activities such as pole cuts, field collections, gas safety compliance, consumption on inactive accounts, stopped meter, theft and other loss activities
  • Communicate with external customers, business partners, vendors and other employees



  • Excellent communication skills with external customers, vendors and other employees
  • Advanced use of computer software (Email, MS Office Suite) and office technologies
  • Solid math skills
  • Ability to investigate, review and reconcile financial transactions.
  • Ability to create and update excel or system files/reports


  • High School Diploma or equivalent required (Associate’s Degree preferred).
  • 1-3 years of Customer Service or Financial Business Experience in an office setting is preferred.
  • Demonstrated experience of common business applications such as Microsoft Office (MS Word, MS Excel, MS Outlook).
  • Must possess excellent interpersonal verbal and written communication skills.
  • Satisfactory completion of validated skills testing, as determined by the Company.

Step increase up to 3 years in 12 month increments (Steps 1-4)

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.


Success Profile

What makes you a successful Customer Service team player at National Grid? Check out the top traits we’re looking for and see if you have the right mix.

  • Good listener
  • Logical
  • Problem-solver
  • Team player
  • Technology savvy
  • Efficient


  • Healthcare

  • 401(k)

  • Continuing education

  • Paid time off

  • Employee assistance (EAP)

  • Health & wellness

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Learn more about environmental responsibility at National Grid.

Learn more about environmental responsibility at National Grid

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