Representative, Contact Center II

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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                   

Experience:    

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

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.

• 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. 

Mental Aspects:

Leadership Behaviors/Competencies:

Set and Communicate Direction and Priorities

• Know the business plan and how your role connects to it
• Identify problems, issues; take responsibility for resolution
• Set high standards for self; deliver quality performance
• Raise ideas for improvement
• Communicate, communicate, communicate

Build Trusting Relationships

• Follow through on commitments made to manager, colleagues, and customers.
• Address difficult or controversial issues and encourage others to do the same.
• Have honest dialogue with others

Manage and Develop People

• Set performance goals that align with department and company goals
• Meet regularly with your supervisor/manager to discuss your performance
• Seek opportunities to develop skills and gain knowledge through on the job opportunities, i.e. working on projects, attending meetings, etc.

Foster Teamwork and Cross-functional Collaboration

• Work collaboratively within and across the organization to achieve “One Company” and other goals
• Recognize and address cross functional implications of your work

Create a Diverse, Inclusive Workforce

• Incorporate the diverse ideas and perspectives of team, colleagues, and customers in your work

Lead Change

• Proactively seek out opportunities to improve business performance and customer service.
• Respond positively to new demands or circumstances
• Exhibit a “can-do” attitude to support changes in priorities and work processes

Focus on the Customer

• Deliver superior service to our customers, both internal and external, in a reliable, attentive, courteous, quality, proactive and timely manner

Approved By: ________________________________   Date:________________________________

(Compensation)

Worker Type:

Regular

Number of Openings:

15

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

Vaccination Information:

Eversource requires all new employees to be fully vaccinated for COVID-19 by their first day of employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Eversource’s HR department after you have been made a conditional offer of employment. Eversource does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws.

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. 

Salary : $28,900 - $36,500