Customer Service Representative

Eversource Energy•Springfield, MA

3d•$36•Onsite

About The Position

Under general supervision, the Customer Service Representative is 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 requests through to completion. 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.

Responsibilities

Receives initial calls i.e., application/discontinuance, trouble, billing, service, sales tax and credit and collections.
Receives and processes service outage inquiries and emergency calls from customers, police and fire departments, public officials, and processes information from other company departments relative to outage situations.
Handles overdue, protected and final accounts, arranges for payment on overdue bills, and discusses requirements to obtain protections from service termination.
Arranges for the restoration of service due to non-payment/meter alive termination.
Advises customers of available payment options.
Collects monies and institutes payment agreements.
Receives calls regarding meter reading schedules and policies.
Contacts customers to relay information and provide service.
Resolves customer inquiries.
Processes billing/revenue correction action on demand and non-demand rated accounts and follows up to insure timely and accurate resolution.
Prepares, corrects, and maintains records for all unmetered use.
Provides information and support to field personnel.
Advises customers if planned outages are on schedule and provides updates and estimated times of restoration of unplanned service outages.
Provides general information on public assistance programs, charitable organizations, and other help agencies.
Provides general guidance and budgeting for service.
Determines eligibility for special rates.
Contacts customers, doctors, social and regulatory agencies to obtain documentation and/or arrange restoration of service or protection of account.
Determines deposit amounts based upon regulations and Company policies.
Ensures deposits for services are collected.
Interacts with customers and DOR regarding sales tax.
Performs related duties, as well as duties of Customer Service Associate, as required.