Customer Service Center Representative IV (Hybrid Schedule)

Eversource will not offer immigration-related sponsorship for this position.  Applicants who require immigration sponsorship—either now or in the future—should not apply.  This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).

Role and Scope of Position:
Receives and responds to telephone, mail, and e-mail inquiries from internal and external customers regarding a wide variety of matters including but not limited to: billing (old and new), service requests (moving in and out), deregulation, payment arrangements (short term and long term), security deposits, new service installation (CRS), meter readings, power interruptions, claims, electronic payments and billing, determining and coding accounts as hardship, bankruptcies, legal accounts, and more.

Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.

“Please note: Authorization to work in the United States is a precondition to employment in this position. Eversource will not sponsor candidates for work visas for this position."

Essential Functions: 

• Answers customer telephone, mail, e-mail, and other requests, inquiries, and complaints regarding service and billing and accounting matters.  Performs outbound calling as required.  Works with walk-in customers as necessary.
• Analyzes causes of complaints and resolves customer dissatisfaction.
• Initiates service on new accounts, reconnections and disconnections, and transfer of billing responsibility.
• Reviews customer records, billing and error reports and returned bills; investigates errors and invalid meter reading and billing conditions and makes correcting entries as required.
• Explains billing methods, rate schedules, amounts of bills, status of accounts, and collections procedures.
• Explains customer payment options.
• Processes trouble and emergency calls; researches inquiries related to trouble and emergency calls.
• Explains restructuring billing and customer options.
• Initiates credit and collection action on delinquent accounts and extends payment of delinquent accounts within authorized limits.
• Explains Conservation and Load Management programs.
• Assists customers with web transactions.
• Analyzes and investigates discrepancies in customer accounts.
• Works on special projects as assigned.
• Assists in the instruction and training of new and/or less experienced representatives as required.
• Supports company initiatives and promotions.
• Participates in mandatory overtime, including holidays and weekends, as needed.  This may also include on call standby duty.
• Calls in crews outside of normal business hours; dispatches crews via 2-way radio; and competes electronic mail logs for all such activities.  (PSNH Levels II, III, & IV Only)

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill: 

• Excellent interpersonal skills.
• Excellent oral and written communication skills.
• Thorough knowledge of customer related procedures and policies.
• Excellent PC skills, including mouse navigation.
• Excellent keyboarding skills.
• Excellent analytical skills.
• Excellent decision-making skills.

Education:    

• High school diploma or the equivalent                  

Experience:   

• Three (3) years of related Call Center experience.                  

Licenses & Certifications:  

• None

Working Conditions:

• Must be available to work emergency restoration assignment as required.
• Must be available to travel between MA/CT/NH as necessary.

Mental Aspects:

• N/A

#custajd

Competencies:

Build trusting relationships

Manage and develop people

Foster teamwork and cross-functional collaboration

Lead change

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