Customer Service Representative

Eversource Energy•Westwood, MA

22h•Hybrid

About The Position

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. ILLUSTRATIVE DUTIES 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. REPORTING RELATIONSHIPS This position reports to a Supervisor/Team Leader, who reports to the Department Manager. This position may also receive direction, training and coaching from a Senior Customer Service Representative.

Requirements

Must have diploma de escuela secundaria or equivalent.
Must have at least 1 year of experience in a customer-related environment or university degree.
Must pass company-approved SHL Customer Service Assessment.
Must have working knowledge of PC applications.
Must pass company-approved tests.
Must pass a background and drug test.

Nice To Haves

Excellent verbal and written communication skills desired in English and Spanish.
Ability to read, write and speak Spanish is a plus.
Ability to communicate excellently in writing and verbally in English and Spanish.
Candidates with university degrees who do not have customer-related experience will be considered.

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.
Ensure timely resolution of customer inquiries.
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.