Associate Customer Service Representative Post-2022 Contact Center 1

We need to output only HTML fragment, no html/body tags. Use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include sections only when posting has real specific content. Remove boilerplate, navigation, legal, EEO, etc. Also remove duplicated lines, application instructions. Preserve all substantive info. We need to parse the posting. Let's extract sections: - About Us: description of company, but not about the role. The instruction says use headings for sections like About the role, Responsibilities, etc. "About Us" maybe not needed; but we can treat as "About the role"? The posting includes "Job Purpose" which describes role. So we can have a section "About the role" with content from Job Purpose. - Responsibilities: list of duties: Under general supervision, representatives handle fundamental customer contacts, including... list items: Must reside within 2 hours of work location. Hybrid environment to include working remotely and/or on location, as needed. Handle Emergency Calls Update customer account information Apply customer payments Assist Customers with beginning and ending service Scheduling field orders in alignment with customer expectations Assist customers with billing issues both simple and complex Handle collections related concerns and assist customers with the various options available to maintain and/or reinstate their service Also later: "Upon completion of training, identify customer account issues surrounding meter, billing, collection, and service inquiries that need resolution, as well as, ensuring proper company resources are utilized to resolve issues with customer satisfaction. Provide information on the products and programs offered by the company and generate referrals to the appropriate department, if necessary. Investigate and analyze customer issues and develop appropriate solutions to satisfy customer needs. Respond to all customer contacts included but not limited to gas and electric investigations, complex meter situations, web inquiries, email and correspondence. Act as First Responders ' report for work during emergencies. i.e. Natural disasters." These are responsibilities. - Requirements: maybe qualifications: Must be willing to work assigned shifts, which may include weekends, holidays and/or overtime. Must be available for full-time training; all training is paid time. Consistent and punctual attendance is a must. Must remain up to date with all verbal and written communications including using email and supervisor to agent communication tools. Complete other duties and responsibilities to include but not limited to email, mail, web chat, and clerical work. Also "Must reside within 2 hours of work location." maybe requirement. - Qualifications: Customer Service Experience preferred; Must have a minimum a High School Diploma or GED; some college preferred; Applicant must successfully pass Company supported assessment, classroom training, and meet all performance expectations, as determined by the Company.; Ability to multitask between multiple system applications; Strong interpersonal verbal and written skills.; Multi/bilingual candidates preferred but not limited to. - Skills: maybe we can combine with qualifications? But we need separate sections only if content. Could have Skills: Strong interpersonal verbal and written skills; Ability to multitask; Multi/bilingual preferred. - Benefits: The posting includes a Benefits paragraph under "About Us": "Benefits: The benefits we offer are a strong part of what employees' value most about working at National Grid. Indicative of our Live Brighter culture are the range of benefits that support work/life balance, health and financial wellbeing, and cross-generational needs. Our benefits are competitive and innovative, providing choice, flexibility, and balance to employees in all stages of work and life. You can learn more about our health, dental, and voluntary benefit plan offerings through the digital benefits guide at NGBenefitsLiveBrighter.com". That's substantive. So we can have Benefits section with that paragraph. - Pay: "More Information Pay Rate: $ 21.00 per hour". So Pay section with that. - Schedule: "Anticipated shift schedule starts after 10:00 AM and later, Monday through Friday. Future shifts may vary based on seniority and could include weekends, holidays, and overtime, depending on business needs". Also earlier: "Due to the essential nature of the services we provide our customers, National Grid's Contact Center's hours of operation are 24/7 and accepted applicants will be assigned to work a as needed by the business to support our customer centric objectives." Also "Must be willing to work assigned shifts, which may include weekends, holidays and/or overtime." So schedule details. We need to avoid filler like "commensurate with experience". Not present. We must not repeat job title as heading. Not include Job ID etc. We must remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The posting includes a lot of EEO statements at the end; we must remove those. Also remove "Please take a moment to view our Customer Contact Center Job Preview on you tube..." maybe that's application instruction? It's a link to video; could be considered promotional but not application instruction. Might keep? The instruction says remove application instructions. The YouTube link is not exactly instruction to apply, but it's promotional. Might be okay to keep? Safer to remove it as it's not substantive job info. Also remove "Please be advised that due to the nature of this position, incumbents are subject to federal Drug & Alcohol safety regulations..." That's substantive? It's about safety regulations; maybe keep as part of Requirements? It's a condition of employment. Could be included under Requirements or Qualifications. But it's a bit legal. Might keep as part of Requirements. Also "Many of the terms and conditions of employment for this position are defined by a collective bargaining agreement..." That's also substantive; could be under Requirements. Also "National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144." That's maybe not needed; could be removed as it's more about process. We need to preserve all substantive information; not invent or summarize away detail. So we need to keep the drug/alcohol safety regulations, collective bargaining agreement, assessment info? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. The drug/alcohol safety regulations is legal but maybe substantive to the role (safety-sensitive). It's not boilerplate EEO; it's a specific requirement. I'd keep it. Collective bargaining agreement also specific. Assessment using AI maybe also specific. We'll keep them under Requirements or Qualifications. Now we need to format with

headings and

• for any list of duties/requirements/benefits, and

  for prose. We need to decide which content is list vs prose. Responsibilities: we have a list of duties; we can put each as

• . Also the later responsibilities (identify issues, provide info, investigate, respond, act as first responders) can be list items. Requirements: list of requirements (must be willing to work shifts, must be available for training, consistent attendance, must remain up to date with communications, complete other duties, must reside within 2 hours, hybrid environment, etc). Also drug/alcohol safety regulations, collective bargaining agreement, assessment. Qualifications: list (customer service experience preferred, HS diploma/GED, some college preferred, pass assessment, ability to multitask, strong interpersonal verbal/written skills, multi/bilingual preferred). Skills: maybe we can list strong interpersonal verbal/written skills, ability to multitask, multi/bilingual preferred. But that overlaps with qualifications. Might combine qualifications and skills? But we need separate sections only if content. Could have Skills: strong interpersonal verbal/written skills, ability to multitask, multi/bilingual preferred. But we already have those in qualifications. To avoid duplication, maybe we omit Skills section and put those under Qualifications. The instruction says prefer a few substantive sections over many thin ones. So we can combine qualifications and skills into one Qualifications section. Thus sections: About the role (Job Purpose), Responsibilities, Requirements, Qualifications, Benefits, Pay, Schedule. Check each for real content. About the role: from Job Purpose paragraph: "National Grid's Customer Contact Center Representative position is an entry level, union-represented role that offers qualified candidates an opportunity to join a challenging, fast pace environment. Position is responsible for completing the detailed transactions and extensive research, analysis and problem-solving necessary to facilitate a timely and satisfactory response to customer issues and concerns." That's substantive. We can also include the sentence about hours? That's schedule. We'll keep About the role as that paragraph. Responsibilities: list items: - Must reside within 2 hours of work location. - Hybrid environment to include working remotely and/or on location, as needed. - Handle Emergency Calls - Update customer account information - Apply customer payments - Assist Customers with beginning and ending service - Scheduling field orders in alignment with customer expectations - Assist customers with billing issues both simple and complex - Handle collections related concerns and assist customers with the various options available to maintain and/or reinstate their service - Upon completion of training, identify customer account issues surrounding meter, billing, collection, and service inquiries that need resolution, as well as, ensuring proper company resources are utilized to resolve issues with customer satisfaction. - Provide information on the products and programs offered by the company and generate referrals to the appropriate department, if necessary. - Investigate and analyze customer issues and develop appropriate solutions to satisfy customer needs. - Respond to all customer contacts included but not limited to gas and electric investigations, complex meter situations, web inquiries, email and correspondence. - Act as First Responders ' report for work during emergencies. i.e. Natural disasters. We need to ensure grammar; but keep as is. Requirements: list: - Must be willing to work assigned shifts, which may include weekends, holidays and/or overtime. - Must be available for full-time training; all training is paid time. - Consistent and punctual attendance is a must. - Must remain up to date with all verbal and written communications including using email and supervisor to agent communication tools. - Complete other duties and responsibilities to include but not limited to email, mail, web chat, and clerical work. - Must reside within 2 hours of work location. (maybe duplicate; but we can keep) - Hybrid environment to include working remotely and/or on location, as needed. (maybe duplicate) - Subject to federal Drug & Alcohol safety regulations governing US Department of Transportation ("DOT") covered positions, including the Federal Motor Carrier Safety Administration (FMCSA) and Pipeline Hazardous Material Safety Administration (PHMSA). As such, the Company’s testing programs and policies regarding the use of federally prohibited drugs or alcohol, for recreational or medical purposes, will remain in effect for these safety-sensitive, DOT covered positions. - Many of the terms and conditions of employment for this position are defined by a collective bargaining agreement that the Company has with a local union. Newly hired employees are bound by the terms of the collective bargaining agreement as well as other agreements between the Company and the local union. - National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144. We could trim duplicates: "Must reside within 2 hours of work location." and "Hybrid environment..." appear also in responsibilities; but we can keep them under requirements as they are requirements. Duplication okay? Might be considered duplicated lines; instruction says remove duplicated lines. So we should avoid repeating same exact lines. We have "Must reside within 2 hours of work location." appears both in responsibilities and requirements. We should keep it only once, maybe under Requirements (since it's a requirement). Remove from Responsibilities. Similarly "Hybrid environment to include working remotely and/or on location, as needed." appears both; keep under Requirements, remove from Responsibilities. Thus Responsibilities list will not include those two. Now Responsibilities list: - Handle Emergency Calls - Update customer account information - Apply customer payments - Assist Customers with beginning and ending service - Scheduling field orders in alignment with customer expectations - Assist customers with billing issues both simple and complex - Handle collections related concerns and assist customers with the various options available to maintain and/or reinstate their service - Upon completion of training, identify customer account issues surrounding meter, billing, collection, and