Representative, Contact Center II

Eversource Energy•Manchester, NH

85d

About The Position

An entry level position within the Contact Center. Duties include work associated with receiving and responding to customer telephone, mail, and e-mail inquiries and complaints relating to various customer service-related matters.

Requirements

Displays a positive attitude with the ability and desire to learn and a passion for customer service
Proven track record of excellence
Excellent verbal and written communication skills, interpersonal skills, decision making skills, analytical skills.
High School diploma or equivalent
One (1) year of related Contact Center of Customer Service experience (many include hospitality, retail, etc.) either by phone or face to face
Must be available to work emergency restoration assignment as required.
Must be available to travel between MA/CT/NH as necessary.
Our contact centers are a 24/7 day a week operation.
Representatives are expected to be on-call and work extended hours as well as mandatory overtime too support higher call volumes during times of inclement weather or other major events.
Contact center representatives are front line employees – if the power is out or there is a major weather event affecting power, they are expected to be here to serve our customers.
We are open holidays, for which you may sign up or be drafted to work during those times.

Responsibilities

Responds positively and professionally to all customer inquiries received via telephone, mail, and e-mail.
Ensures a first contact resolution experience for every customer contact.
Analyzes cause of high bill complaints and efficiently resolves customer questions and concerns.
Processes start and stop service requests and transfer of billing responsibility accurately.
Analyzes and investigates discrepancies in customer accounts and investigates potential errors in meter reading and billing.
Corrects errors in a timely manner and effectively communicates to the customer to ensure customer satisfaction.
Supports company goals, initiatives, and mission.
Participates in overtime and holiday coverage as needed.
Participates in storm/outage events as well as standby duty when called upon.
Processes electrical emergency and outage calls and provides the customer with accurate information related to their location.
Builds genuine connections with your customers and being a great ambassador for the Eversource Energy brand all while listening to the customer anticipating their needs and offering solutions
Handles customer’s needs with integrity and empathy in one transaction
Navigates and maneuvers through multiple computer applications and screens simultaneously, i.e. program offerings, computer tools, process changes
Adapts to a fast-paced environment as well as constant change
Being an engaged customer advocate
Being your best, on purpose, every time
Arrives to work on time and adheres to a schedule