1. Apply online. 2. If selected, you will receive an email inviting you for a PC SIM Call Center testing session (45 minutes long). - simulation testing, which includes incoming calls from customers at 3 different companies (you must toggle between the 3 companies). - some customers are irate, some are worried about their bill, others want to shut off service, add or change services, change their address, or dispute a charge, etc. - make SURE you can enter the account number quickly (each customer number in the simulation is 20 numbers long and they speak very fast, you must be able to blind alpha type in order to keep up, so if you don't have that experience, practice - there are many alpha practice tests online. 3. If you pass (you MUST pass in order to move forward), you are invited to an interview (they try to conduct them on-site, immediately following the testing, so dress accordingly!). 4. Interview - it is 45 minutes long and you should be well prepared. - they literally have a 10 page form, loaded with situational questions and you are expected to provide real life responses. They take notes of all your responses. - study up on the company, specifically the numerous awards and recognitions the company has received/achieved over the past 10 years. They want to know how much you know about this company!! - they are honest and tell you this call center is TOUGH, many customers screaming at the top of their lungs about meter blocks, disconnection of service, billing issues, etc. NOTE: They want you to respond, using the STAR method (S - situation / T - task / A - action / R - result). If you are unfamiliar with this responses process, I suggest you study up on it. Don't give canned responses, think of situations YOU personally have been in and practice your responses at home BEFORE you go for testing and interviewing. Some other helpful pieces of information gathered during the testing and interviewing process: - job pays $15.75 per hour (no exceptions) - no guarantee which shift you will receive (they make that very clear) - their call center is located at 55 Bearfoot Rd, Northborough, MA (2nd floor) - no vacation until one full year of service (at which time they offer 2 weeks vacation - seniority rules, they choose their vaca times prior to your selection) - this is a Union position - benefits include health and dental insurance for sure (no mention of any other benefits, although there may be more - there is a 6 week training session (hours will be 8:00 - 4:30 M-F) and at the end of that time, you need to pass the final exam in order to be placed in the call center position - they utilize many KPIs (key performance indicators) to measure your performance (ex - you have a 4 minute time limit on each call (called AHT - average handle time) and 2 minutes after each call (called ACW - after call work) - be prepared to take a drug screening test and a comprehensive background check - no exceptions! I hope this info serves as helpful and good luck in your pursuit of a National Grid career!!