Billing Customer Service Representative II

Eversource Energy•Manchester, NH

1d•$50,050 - $55,610

About The Position

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.). POSITION SUMMARY: Individual will perform a variety of assignments associated with customer billing, such as adjustments, order entry, error processing, and the initiation of field investigations. Individual will be expected to make and to receive customer calls relating to billing issues. Will work under moderate supervision and must exercise some judgment within a framework as established by supervision. Responsible for assignment and coordination of work among team representatives and overall Team Support. Team Supervisor, performs day-to-day work performance review, coaching, motivating, training, problem-solving of the team representatives and provides input to supervisors regarding representatives’ performance. Subject matter expert on customer service operations in support of call center, billing, and credit collections functions. Subject matter expert on customer service systems, tools, and applications. Serves as the “go to” person for business partners and customer solutions. Will participate in special projects, be assigned to special interest teams and aid in training new representatives. Assists Supervisors with administrative work, including approvals.Responsible for assignment and coordination of work among team representatives. Performs day-to-day work performance review and coaching of team representatives, andrepresentatives and provides input to supervisors regarding representatives’ performance. Subject matter expert on customer service operations in support of call center, billing, and credit collections functions. Subject matter expert on customer service systems, tools, and applications. Serves as the “go to” person for business and customer solutions provides general, overall team support. Will participate in special projects, be assigned to special interest teams and aid in training new representatives.

Requirements

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.
Excellent organizational skills.
Flexibility.
Dependability.
Reliability.
Ability to work in a team environment.
Ability to work with minimal supervision.
Ability to multitask.
Ability to function effectively in a highly structured and monitored environment.
A high school diploma or the equivalent and two years of related experience is required.
Effective communication skills and the ability to communicate in a concise and effective manner is also required.
The individual must be able to follow processes and work on their own.
Responding to customer calls outside of regularly scheduled hours in emergency situations is required.
Proficiency in typing and basic computer applications (Word, Excel, etc.) is required.
Applicants will be required to successfully pass the SHL Customer Service Representative test.
High school diploma with specialization in business courses or the equivalent.
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.
Will be trusted and credible.
Demonstrates strong interpersonal and communication skills including active listening, empathy and ability to interact well with both employees and demanding customers during situations requiring tact and persuasion.
Has a proactive, action-oriented, “can do” approach, likes to make things happen, and keeps colleagues informed of progress as appropriate.
Ability to work with and maintain a positive, supportive attitude towards the Company, job, customers, and co-workers.
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.
Ability to make decisions effectively and appropriately while encouraging employees to make appropriate and flexible decisions to ensure exceptional customer service.
Ability to handle multiple tasks with frequent interruptions and changing priorities.
Ability to deal with a heavy workload, various computer systems and revising policies and procedures.
Thorough knowledge of the assigned Customer Experience Center activities, policies, and procedures, including customer billing, service plans, credit and collections, and company programs and services.
Demonstrated knowledge of utility regulations, statues, and practices.
Focuses on improving the customer experience.
Flexible and willing to be rotated among departments as needed.
Strong written and verbal communication skills.

Nice To Haves

Experience with the customer billing system is preferred.
Associates degree desirable.
Seven Five years of customer service Groupexperience.
Two years of prior experience in the NU Customer Service Center is desired.
Ability to speak other languages is desirableAbility to lead by example in day- to-day work and toward performance goals.

Responsibilities

Support the performance and effectiveness of a team of Customer Center Representatives engaged in a variety of customer service, billing.
Supports peers and customers to ensure a positive customer experience.
Aides in conflict resolution with employees and handles and resolves the more sensitive and difficult customer contacts related to a variety of issues.
Reviews and approves financial transactions within the various billing systems. As well as payroll, vacation and schedule changes.
Observes and assesses employee performance and provides input to supervisors for use in annual performance reviews.
Provides quality assurance, coaching and mentoring of representatives to enhance their ability and confidence.
Assists in scheduling, coordinating and reviewing work of assigned employees and assigns all task for both regular and emergency conditions.
Develops relationships internal and external to the team to solicit support for and overcome obstacles to the overall purpose and goals of the group.
Participates in special assignments (individual and team) to analyze problems and develop options and solutions and may be assigned to projects as necessary.
Supports Representatives in meeting their customer experience productivity target.
Will provide prompt, courteous and accurate responses to inquiries on various customer-related matters as well as field, corporate and regulatory inquiries.
Reviews customer information, billing and credit transactions for accuracy within established company guidelines.
Help maximize achievement of team performance goals.
Will assume the leadership and management responsibilities of a supervisor in their absence.
Support the performance and effectiveness of a team of Customer Center Representatives engaged in a variety of customer service, billing, or credit related activities.
In addition to performing the duties of a Customer Service Representative IV, will resolve escalated calls (in the absence of a Supervisor) and personally handle and resolve the more sensitive and difficult customer contacts related to a variety of issues.
Observes and assesses employee performance, andperformance and provides input to supervisors for use in annual performance reviews.
Provides quality assurance, coaching and mentoring of representatives to enhance their ability and confidence in assuming call ownership when dealing with customers using positive and constructive reinforcement.
Participates in special assignments (individual and team) to analyze problems and develop options and solutions and may be assigned to SWAT teams as necessary.
Supports Representatives in meeting their customer experience metrics and goals.