Marketing Intake Coordinator (Hybrid)

Eversource Energy•Westborough, MA

1d•Hybrid

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.). Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change. Role and Scope of Position: Respond to telephone, email, and website inquiries from prospective residential and small to mid-size commercial natural gas customers both over the phone and in writing. Resolve inquiries related to natural gas installation, routing them to the responsible party. Help guide and educate customers about the gas conversion process and inform them of the benefits of natural gas. Provide an engaging and excellent customer service experience on every contact, displaying professionalism, a willingness to help and a positive attitude. Use technology including Salesforce and multiple mapping and customer billing systems to qualify and assist prospective and current customers. Provide customers with the appropriate contact information for follow-up. Support the development of proactive action plans to reach consensus on customer issues. Working closely with the sales organization, this position is the first point of contact with the company for prospective customers, playing a key role in growing revenue and achieving customer satisfaction.

Requirements

Four plus years of related experience, preferably in account management, customer service, sales or related areas is required.
Must be available to work emergency restoration assignment as required.
Must be available to travel between MA and CT as necessary.
This position is categorized as safety-sensitive for the purpose of drug testing.
Successful applicants shall be subject to a pre-assignment drug test if the individual is currently in a non-safety sensitive position.
As an employee in this position the individual shall be subject to random drug testing.
A positive drug test will result in disciplinary action.

Nice To Haves

Experience with Salesforce or other CRM systems, GIS mapping and customer billing systems is preferred.
Working knowledge of the energy efficiency programs in both Connecticut and Massachusetts, including financing options and rebates.

Responsibilities

Responsible for inquiries related to natural gas conversions of non-customers on main, low-use customers, new construction, load addition and main extension projects.
Inquiries originate from customers/ prospective customers located within the service territory of Eversource’s three natural gas businesses and are addressed based on the processes/procedures unique to the appropriate area.
Answers questions on the availability, benefits, application, pricing options and service installation procedures for natural gas.
Establishes rapport with prospective and current customers in a limited time frame.
Enter leads into Salesforce with a high degree of accuracy and attention to detail.
Route leads and inquiries to the appropriate sales representative.
Explains the refundable deposit and Contribution in Aid of Construction process clearly and when applicable.
Promotes current marketing campaigns.
Asks probing questions to clarify and understand the customer’s issues to achieve first call resolution.
Handles compliance-related calls, assisting customers with installing gas heating equipment.
De-escalates customer complaints and/or frustrations by providing reassurance that their concerns will be addressed.
Anticipates situations and takes/recommends appropriate action.
Provides Marketing with information on lead source and feedback on campaigns.
Works collaboratively within the team and throughout the organization.
Contributes to special projects as required.
Adheres to the team’s schedule to ensure the proper phone coverage.
Represents the Company on every interaction.