Associate Customer Resolution Specialist, Energy Efficiency (Hybrid)

In this role within Eversource’s Energy Efficiency department, you will be responsible for improving Eversource’s residential and commercial customers’ experience with the full breadth of our energy efficiency programs. The individual will act as an ombudsman for customers; receive, record, analyze, and resolve escalated customer complaints and inquiries. Will have primary responsibility regarding managing and communicating all responses to the customer; conducts root cause analysis of complaints, coordinates the resolution of these complaints, works in association with appropriate personnel; develops and maintains data bases which provide timely management information on service issues reported by customers; recommends changes to customer service policies/activities based on consumer reported issues; and monitors consumer attitudes and identifies service related consumer needs. 

This individual will also support business process improvements identified via analyses and evaluations in coordination with various internal and external partners, as well as external regulatory agencies and professional industry associations.  This individual will be required to participate in customer experience related special projects, be assigned to special interest teams and aid in training new representatives.  This individual will also work with users and service providers to determine desired performance levels and establish measures necessary to monitor goals. The successful candidate will have a track record for offering top tier service and the ability to work collaboratively across multiple organizations, exercise sound judgment and engage in input that drives our company towards our vision.

This is a hybrid role. 

Essential Functions: 

• Acts as an ombudsman for customers; receives, records, analyzes, and resolves escalated customer complaints and inquiries.
• Handles escalated executive complaints and inquiries from customers, often involving complex and challenging situations, and resolves them to the customer’s satisfaction, while adhering to all company and regulatory policies and procedures.
• Conducts root cause analysis of complaints and coordinates the resolution of these complaints.
• Provides timely communications to management regarding resolutions to inquiries/complaints and service issues reported by customers.
• Recommends changes to customer service policies/activities based on consumer reported issues.
• Monitors consumer attitudes and identifies service-related consumer needs.
• Exercise sound judgment and engage in input that drives our Company towards our vision.
• Support Customer Experience strategy and ongoing development and improvement of the Energy Efficiency escalation and resolution process.
• Supports studies to identify Customer Care management related issues and recommends solutions to identified problems.
  • Develop policy manuals
  • Implement and enforce new policies and procedures
  • Support/Enforce the use of rate payer funds
• Coordinates support personnel, develops schedules and evaluates work plans to support assignments as required.
• Analyzes proposed or existing methods, policies, procedures and/or technologies related to Customer Care activities.
• Develops and documents technical specifications, test plans and implementation plan for system/process related work requests
• Participates in cross-functional project teams that affect customer service process improvement strategies
• Responds to regulatory requests in a timely and accurate manner.
• Collaborates with key internal business partners to identify and resolve internal service level agreement issues.

Qualifications:

Technical Knowledge/Skill: 

• Strong analytical and investigative skills
• Requires demonstrated presentation, verbal and written communications and interpersonal skills
• Demonstrates intellectual curiosity and a willingness to try new ideas to improve the business.  Ability to identify and analyze problems quickly, develop options and solutions—independently and as part of a team, often without close supervision. 
• Focuses on improving the customer experience.
• Ability to lead by example in day- to-day work and toward performance goals.
• Brings a positive, proactive, customer-focused attitude and seeks ways to achieve company objectives
• Ability to establish instant rapport with others and is trusted and credible.  Demonstrates strong interpersonal and communication skills including effective listening, empathy, and ability to interact well with both employees and difficult customers during situations requiring tact and persuasion.
• Has a proactive, action-oriented, “can do” approach, likes to make things happen, and