Representative, Contact Center II

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 entry level position within the Contact Center. Duties include work associated with receiving and responding to customer telephone, mail, and e-mail inquiries and complaints relating to various customer service-related matters.

Essential Functions: 

• Displays a positive attitude with the ability and desire to learn and a passion for customer service
• Proven track record of excellence
• Responds positively and professionally to all customer inquiries received via telephone, mail, and e-mail.
• Ensures a first contact resolution experience for every customer contact.
• Analyzes cause of high bill complaints and efficiently resolves customer questions and concerns.
• Processes start and stop service requests and transfer of billing responsibility accurately.
• Analyzes and investigates discrepancies in customer accounts and investigates potential errors in meter reading and billing. 
• Corrects errors in a timely manner and effectively communicates to the customer to ensure customer satisfaction.
• Supports company goals, initiatives, and mission.
• Participates in overtime and holiday coverage as needed. 
• Participates in storm/outage events as well as standby duty when called upon.
• Processes electrical emergency and outage calls and provides the customer with accurate information related to their location.
• Arrives to work on time and adheres to a schedule
• Builds genuine connections with your customers and being a great ambassador for the Eversource Energy brand all while listening to the customer anticipating their needs and offering solutions
• Handles customer’s needs with integrity and empathy in one transaction
• Navigates and maneuvers through multiple computer applications and screens simultaneously, i.e. program offerings, computer tools, process changes
• Adapts to a fast-paced environment as well as constant change
• Being an engaged customer advocate
• Being your best, on purpose, every time
  
  
  
  
  

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill: 

• Excellent verbal and written communication skills, interpersonal skills, decision making skills, analytical skills.
  
  

Education:        

• High School diploma or equivalent (GED)                 
  
  

Experience:    

• One (1) year of related Contact Center of Customer Service experience (many include hospitality, retail, etc.) either by phone or face to face                    
  
  
  
  
  

Working Conditions:

• Must be available to work emergency restoration assignment as required.
• Must be available to travel between MA/CT/NH as necessary.
• Our contact centers are a 24/7 day a week operation.  Representatives are expected to be on-call and work extended hours as well as mandatory overtime too support higher call volumes during times of inclement weather or other major events. Contact center representatives are front line employees – if the power is out or there is a major weather event affecting power, they are expected to be here to serve our customers.  We are open holidays, for which you may sign up or be drafted to work during those times. 
  
  
  
  
  

Salary Range $53,990 - $59,390 annually




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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:
$48,590.00-$53,990.00

Worker Type:
Regular

Number of Openings:
10

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