Customer/1 Billing SME / Designer

Job Title: Customer/1 Billing SME / Designer

Location: Remote

End Client: National Grid

Role Overview

We are seeking a Customer/1 Billing Subject Matter Expert (SME) / Designer with deep expertise in customer service and service order management. The ideal candidate will provide technical and functional guidance, resolve complex issues, and support process optimization within the billing environment. This role also involves mentoring, documentation, and acting as a liaison between support teams to ensure timely issue resolution.

Key Responsibilities

• Provide specialized insights and expert guidance in customer service and service order management.
• Resolve customer issues and provide functional and technical support to internal and external stakeholders.
• Assist in creating and maintaining project documentation, training materials, and knowledge bases.
• Act as a liaison between support teams and business stakeholders to ensure timely issue resolution.
• Train and mentor new associates during onboarding and knowledge transfer sessions.
• Develop and maintain an understanding of customer-specific business environments, processes, and service level agreements (SLAs).
• Identify and resolve customer problems using defined procedures and document troubleshooting efforts thoroughly.
• Support process improvements and best practices in billing and customer service operations.

Required Qualifications

• Strong expertise in customer service processes, service order management, and billing systems.
• Experience in resolving technical and functional issues within complex billing environments.
• Excellent documentation, communication, and mentoring skills.
• Ability to work independently in a remote environment while coordinating with multiple teams.
• Proven problem-solving and analytical skills.

Preferred Qualifications

• Experience in the energy/utilities sector or with National Grid-specific systems.
• Prior experience as a Subject Matter Expert (SME) or Designer in billing or customer service domains.
• Familiarity with customer support tools, workflow management, and process automation.

This is a remote position.