Customer Service Representative

At Eversource, you'll be working for New England's largest energy delivery company, serving more than 4 million electric and natural gas customers in Connecticut, Massachusetts and New Hampshire. Our team of almost 10,000 dedicated employees is passionate about providing superior customer service; and we are committed to our communities, the environment, and each other. You'll have a variety of opportunities to further your career, whether it's in customer service, the skill trades area, a corporate function or technical groups. Join us on this amazing journey to create a brighter future.

As an energy advisor you will resolve inbound telephone and/or electronic inquiries in a timely manner. This position will give you exposure to the evolving energy industry working independently and in a team setting. We offer a fast-paced environment, generous pay, healthcare, education reimbursement, retirement savings plan, and opportunities for career advancement.

Applicants interested in working in a 24/7-hour Call Center environment should apply. Customer Service Representatives are accountable for handling all customer service inquiries, via telephone, mail, Internet, video conferencing or in person, for existing products and services. The primary focus of this position is to insure timely resolution of customer inquiries.

The Customer Service Representative is responsible for preparing and maintaining any necessary records associated with the customer contact. The Customer Service Representative must have strong analytical, reasoning and negotiating skills, and must be courteous, tactful and exercise patience in dealing with customers, the general public and interfacing departments under difficult circumstances.

The Customer Service Representative must demonstrate the ability to recognize potential problems and take corrective action, respond, prioritize, document and follow customer requests through to completion. Qualified applicants must submit a resume with their application.

Incumbents must successfully complete company training for this position.

Illustrative duties include:

• Receives initial calls i.e., application/discontinuance, trouble, billing, service, sales tax and credit and collections.
• Receives and processes service outage inquiries and emergency calls from customers, police and fire departments, public officials, and processes information from other company departments relative to outage situations.
• Handles overdue, protected and final accounts, arranges for payment on overdue bills, and discusses requirements to obtain protections from service termination. Arranges for the restoration of service due to non-payment/meter alive termination. Advises customers of available payment options.
• Collects monies and institutes payment agreements.
• Receives calls regarding meter reading schedules and policies.
• Contacts customers to relay information and provide service.
• Resolves customer inquiries.
• Processes billing/revenue correction action on demand and non-demand rated accounts and follows up to insure timely and accurate resolution.
• Prepares, corrects, and maintains records for all unmetered use.
• Provides information and support to field personnel.
• Advises customers if planned outages are on schedule and provides updates and estimated times of restoration of unplanned service outages.
• Provides general information on public assistance programs, charitable organizations, and other help agencies. Provides general guidance and budgeting for service. Determines eligibility for special rates.
• Contacts customers, doctors, social and regulatory agencies to obtain documentation and/or arrange restoration of service or protection of account.
• Determines deposit amounts based upon regulations and Company policies.
• Ensures deposits for services are collected.
• Interacts with customers and DOR regarding sales tax.
• Performs related duties, as well as duties of Customer Service Associate, as required.

Reporting relationships include:

• This position reports to a Supervisor/Team Leader, who reports to the Department Manager. This position may also receive direction, training and coaching from a Senior Customer Service Representative.

Working conditions include:

• Works within a normal office environment.
• Opportunity to participate in the Performance Based Work from Home Program.
• Required to work shifts and extended hours as necessary.
• Location: Westwood, MA Starting Rate of Pay: $36.30
• **Union Represented Position**

Minimum qualifications include:

• Must pass Company approved SHL Customer Service Assessment.
• Must have working knowledge of PC applications.
• Must have earned a High School Diploma or the equivalent.
• Excellent verbal and written communications skills desired in both English and Spanish.
• Ability to read, write and speak Spanish is a plus.

Competencies include:

• Build trusting relationships
• Manage and develop people
• Foster teamwork and cross-functional collaboration
• Lead change
• Communicate strategic vision
• Create an engaged workforce
• Focus on the customer
• Take ownership & accountability

Worker type: Regular

Number of openings: 20

Emergency response: Responding to emergency situations to meet customers' needs is part of every employee's role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

EEO Statement: Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor