National Grid Customer Support Representative Interview Questions
& Process

It was an online assessment and video interview, powered by HireVue. Not something I was anticipating to be quite honest. I prefer to interview with humans for a more natural flow of conversation.

After applying online, if you're a good fit, you'll get an email for a 45-minute PC SIM Call Center testing session. This involves a simulation where you take calls for 3 different companies, handling issues like angry customers, billing problems, service changes, or disputes. It's crucial to be able to quickly enter the 20-digit account number, so practice blind typing if needed. If you pass this test, you'll immediately be invited for a 45-minute interview, so dress appropriately. The interview has a 10-page form with situational questions that require real-life responses using the STAR method. Make sure to research the company's awards and recognitions from the last 10 years, as they really want to see your knowledge. They'll be upfront that this call center job is tough, with customers often yelling about various issues. They expect STAR method responses based on your personal experiences, not canned answers. Additional info: the job pays $15.75/hr, shifts aren't guaranteed, the location is 55 Bearfoot Rd, Northborough, MA (2nd floor), no vacation for the first year (then 2 weeks based on seniority), it's a Union position with health/dental benefits, and there's a 6-week training program (M-F, 8:00-4:30) with a final exam to pass to get the call center role. They use KPIs like AHT (4 min call limit) and ACW (2 min after-call work). Be ready for a drug screening and background check.

You start by getting an email to take a test about how you would handle customer calls. If you pass, you get another email saying your resume is going to the hiring manager. Then, you'll get another email with the interview time and location. During the interview, you'll do a mock customer service call and show how you'd react. They might tell you you only get 3 holidays off and have a 1-year probationary period. You'll also be on a team that needs to do well to get a bonus. Your schedule could be 10am-6pm or 3pm-Midnight, and you don't get to choose.