Overview
Remote
$55 - $60
Contract - W2
Contract - Independent
Skills
Customer Service
Billing Operations
Service Order Management
Functional Support
Troubleshooting
Issue Resolution
Documentation
Training Materials
Mentoring
Onboarding
SLA Management
Problem Resolution
Business Process Analysis
Cross-Functional Collaboration
Customer Relationship Management
Job Details
Job Title: Customer / Billing SME (Designer) REMOTE
End Client: National Grid
Pay Rate to Vendor: $75 $80/hr (NET120)
Note: Please reduce early-payment fee add-ons where possible.
Location: Fully Remote
Job Summary
We are seeking an experienced Customer/Billing SME (Designer) to support National Grid s customer service and service order management initiatives. This role requires deep functional expertise, strong problem-solving skills, and the ability to support project teams through analysis, documentation, mentoring, and issue resolution.
Key Responsibilities
- Provide expert-level knowledge in customer service, billing, and service order management processes.
- Deliver functional and technical support to resolve customer issues promptly.
- Document troubleshooting steps, create training materials, and support project documentation.
- Serve as a liaison between project stakeholders and support teams to ensure timely resolution of issues.
- Mentor and train new associates during onboarding and process transitions.
- Maintain a strong understanding of customer-specific business environments, SLAs, and operational workflows.
- Identify and resolve customer problems using established procedures while maintaining clear documentation.
Ideal Candidate Profile
- Strong domain expertise in customer service, billing, and service order operations.
- Ability to work independently and interact with cross-functional teams.
- Excellent communication and documentation skills.
- Experience mentoring or onboarding new team members.
- Strong analytical and problem-solving mindset.
- Adept at understanding complex customer processes and SLAs.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.