Customer Service Representative

Eversource Energy•Westwood, MA

21h•Hybrid

About The Position

At Eversource, you'll be working for New England’s largest energy delivery company, serving more than 4 million electric and natural gas customers in Connecticut, Massachusetts and New Hampshire. Our team of almost 10,000 dedicated employees is passionate about providing superior customer service; and we are committed to our communities, the environment, and each other. You’ll have a variety of opportunities to further your career, whether it’s in customer service, the skill trades area, a corporate function or technical groups. Join us on this amazing journey to create a brighter future. As an energy advisor you will resolve inbound telephone and/or electronic inquiries in a timely manner. This position will give you exposure to the evolving energy industry working independently and in a team setting. We offer a fast-paced environment, generous pay, healthcare, education reimbursement, retirement savings plan, and opportunities for career advancement. Applicants interested in working in a 24/7-hour Call Center environment should apply. Customer Service Representatives are accountable for handling all customer service inquiries, via telephone, mail, Internet, video conferencing or in person, for existing products and services. The primary focus of this position is to insure timely resolution of customer inquiries. The Customer Service Representative is responsible for preparing and maintaining any necessary records associated with the customer contact. The Customer Service Representative must have strong analytical, reasoning and negotiating skills, and must be courteous, tactful and exercise patience in dealing with customers, the general public and interfacing departments under difficult circumstances. The Customer Service Representative must demonstrate the ability to recognize potential problems and take corrective action, respond, prioritize, document and follow customer requests through to completion. Qualified applicants must submit a resume with their application. Incumbents must successfully complete company training for this position.

Requirements

Must pass Company approved SHL Customer Service Assessment.
Must have working knowledge of PC applications.
Must have earned a High School Diploma or the equivalent.
Excellent verbal and written communications skills desired in both English and Spanish.
Ability to read, write and Spanish is a plus.

Nice To Haves

Customer Service Representative bilingual preferred.
Se desea la habilidad de comunicarse excelentemente en escrito y verbal en Inglés y Español.

Responsibilities

Resolve inbound telephone and/or electronic inquiries in a timely manner.
Handle all customer service inquiries, via telephone, mail, Internet, video conferencing or in person, for existing products and services.
Prepare and maintain any necessary records associated with the customer contact.
Recognize potential problems and take corrective action, respond, prioritize, document and follow customer requests through to completion.
Receive initial calls i.e., application/discontinuance, trouble, billing, service, sales tax and credit and collections.
Receive and process service outage inquiries and emergency calls from customers, police and fire departments, public officials, and process information from other company departments relative to outage situations.
Handle overdue, protected and final accounts, arrange for payment on overdue bills, and discuss requirements to obtain protections from service termination.
Arrange for the restoration of service due to non-payment/meter alive termination.
Advise customers of available payment options.
Collect monies and institute payment agreements.
Receive calls regarding meter reading schedules and policies.
Contact customers to relay information and provide service.
Resolve customer inquiries.
Process billing/revenue correction action on demand and non-demand rated accounts and follow up to ensure timely and accurate resolution.
Prepare, correct, and maintain records for all unmetered use.
Provide information and support to field personnel.
Advise customers if planned outages are on schedule and provide updates and estimated times of restoration of unplanned service outages.
Provide general information on public assistance programs, charitable organizations, and other help agencies.
Provide general guidance and budgeting for service.
Determine eligibility for special rates.
Contact customers, doctors, social and regulatory agencies to obtain documentation and/or arrange restoration of service or protection of account.
Determine deposit amounts based upon regulations and Company policies.
Ensure deposits for services are collected.
Interact with customers and DOR regarding sales tax.
Perform related duties, as well as duties of Customer Service Associate, as required.
Respond to emergency situations to meet customers’ needs.