Customer Service Center Representative IV

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:
An intermediate-level position within the Customer Service Representative progression. Provides the incumbent with training and experience necessary for advancement to the next intermediate level of Customer Service Center Representa­tive III. Duties include work associated with receiving and responding to customer telephone, mail, and e-mail inquiries and complaints in connection with various customer service-related matters.

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 equivalent                      

Experience:         

• Minimum of 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.
• This position may require taking gas emergency calls and therefore would be covered by the Department of Transportation regulation on drug/alcohol testing (CFR 49, Part 199), and is subject to drug/alcohol testing according to said regulation.

Mental Aspects:

• N/A

Competencies:

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

Compensation and Benefits:

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:

$52,920.00-$58,800.00

Worker Type:

Regular

Number of Openings:

1

Emergency Response:

Responding to emergency situations