Consultant, Customer Service (Hybrid)

This position supports the Payments & Print team within the Customer Operations and Digital Strategy (CODS) organization by planning, developing, and implementing analytical tasks and assignments.

Key responsibilities include:

• Performing analyses.

• Coordinating tasks with internal IT and regulatory partners.

• Identifying and implementing business process improvements.

• Developing reports and analyzing data from IT systems, including data marts and warehouses.

• Creating and documenting technical specs, test plans, and implementation plans for system/process-related work requests.

• Collaborating with IT to enhance systems, making business processes more efficient.

• Reconciling customer payments on a daily basis.

• Monitoring payment file receipt from vendors to ensure timely payment posting.

• Performing mail merges for ad-hoc customer letters. reconciling vendor invoices and allocating charges.

This is a hybrid role. The first three months are fulltime in the office. 

Essential Functions

• Plans, develops, and implements a variety of complex studies and investigations including cost - benefit analyses, system design specifications, test plans, policies, procedures, and other technical and administrative evaluations impacting Customer Operations programs.
• Supports development, and maintenance of management and information systems which schedule and estimate work, monitor field/staff progress towards Customer Operations financial and operational goals and objectives.
• Supports studies to identify Customer Operations management related issues regarding the various aspects of serving customers and recommends solutions to identified problems.
• Coordinates 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 Operations activities.
• Contributes to the assessment and improvements to systems, procedures and computer applications related to all Customer Operations.
• Supports the production of Customer Operations financial and operational management reports which include detailed quantitative analysis of data, conclusions, and recommendations.
• Participates in cross-functional project teams that affect customer service processes, AMR operations, and customer systems, as well as various data marts and data warehouses.
• Aids various Customer Operations training functions for developing instruction/training.
• Responds to regulatory and law enforcement agency requests in a timely and accurate manner.
• Represents Eversource on specific industry committees, professional societies or joint study groups as authorized.
• Collaborates with key internal business partners to identify and resolve internal service level agreement issues.

Qualifications

Technical Knowledge/Skill: 

• Requires in knowledge and experience with IT systems and performance reporting.
• Strong analytical and investigative skills
• Requires demonstrated presentation, verbal and written communications and interpersonal skills.
• Requires a comprehensive knowledge of rates, billing, and service requirements, DTE regulations, customer systems, meter history and meter reading data files and transactions, and various data marts and data warehouses.
• Ability to use PC desktop applications (e.g., Microsoft Word & Excel)
• Medium-level programming or a demonstrated programming aptitude (COBOL, SAS, ACL, SQL, etc.) preferred.
• Ability to work with financial models and perform financial analysis preferred.

Education:                          

• Bachelor’s degree in engineering, Business Administration, Finance, Accounting, Statistics, Economics, related discipline, or equivalent experience 
• MBA preferred.

Experiences:                        

• Three (3) plus years of related experience
• Demonstrated experience in building analytical models, working with IT systems, project and contract management and financial/investment decision analysis.

Compensation and Benefits:

• Eversource offers a competitive total rewards program. The annual salary range for this position is $91,850.00- $102,060.00 plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of benefits.

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Compensation and Benefits:

Eversource offers a