Customer Fulfillment Representative II-US

Information Technology
Power Generation
Waltham, Massachusetts
Job ID:

We have an immediate opening for an “Customer Fulfillment Representative” role for a 12 months contract assignment in Waltham, MA.

If you have the following skills, connect with us.

Key Accountabilities:

  • Research and provide formal responses to gas and electric service-related regulatory and legal complaints or requests on behalf of Customer Fulfillment per mandated time-frames to ensure adherence to relevant regulations and compliance statutes.
  • Facilitate and support department administrated programs or initiatives that support the business (e.g. National Grid Connects program, Gas and Electric Transnational Surveys).
  • Promote, develop, and support engagement communications/activities with key stakeholders, trade allies, and business partners relevant to electric and gas service fulfillment to share best practice, provide technical advice and build bases of influence.
  • On behalf of Customer Fulfillment, provide electric and gas tariff, billing, and policy interpretation support, guidance, and coaching in liaison with established tariff, policy, and regulatory application developers/committees/departments in order to develop technical understanding across the Operations group.
  • Work with department managers/supervisors in resolution of elevated electric and gas service fulfillment complaints/issues (external customer sponsored).
  • Liaison with Performance Management to collate and analyse department/team specific performance data in order to support the department’s decision-making process and improvement initiatives.

Knowledge & Experience Requirements:

  • Bachelor’s degree in business, management, engineering, science, other technical discipline and/or equivalent work experience required.
  • Typically requires a minimum of 3 years of relevant work experience (within the energy industry preferred).
  • Working knowledge of relevant electric and/or gas business operations, processes, practices, standards, legislation, and tariffs along with current trends and developments in customer satisfaction.

Capability Requirements:

  • Impact and Influence: Adapts approach and considers what is important to the audience by tailoring message accordingly. Uses persuasion to influence others based on facts, logic, and defined policy or tariffs. E.g. demonstrates excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills using data and factual information to support line of reasoning, especially when providing formal responses to key customer or regulatory issues and complaints.
  • Problem Resolution: Able to troubleshoot and research issues/complaints and clearly articulate resolutions that balance concerns of all stakeholders, especially the external customer.
  • Information Seeking: Establishes the facts by digging deeper, asking probing questions and challenging initial responses from different sources e.g. conducting technical / operational analysis and research.

Looking for Meaningful Work? We can help.      

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at

We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.