Representative, Contact Center III, Credit and Collections, (Hybrid)

Eversource Energy•Manchester, NH

1d•$52,920 - $58,800•Hybrid

About The Position

This role involves receiving and responding to a wide range of inquiries from internal and external customers via telephone, mail, and email. These inquiries cover topics such as billing, service requests, deregulation, payment arrangements, security deposits, new service installation, meter readings, power interruptions, claims, electronic payments, and determining account status for hardship, bankruptcies, and legal matters. The position also includes initiating outbound collection calls to delinquent customers and communicating with external collection attorneys. Candidates must possess excellent communication and interpersonal skills, be team-oriented, and thrive in a fast-paced environment. Responding to customer calls outside regular hours in emergency situations and for planned overtime is required, as is the ability to work under stressful and structured conditions.

Requirements

A high school diploma or the equivalent (GED) is required.
Three and one-half years experience in a Call Center environment for Level III.
Minimum of three years of customer service related experience is required.
Intermediate Microsoft Word and Excel skills, required.
Working knowledge of the C2 and CACS systems is required.
Must be able to work Monday through Friday, 8:00 a.m. - 4:30 p.m.
Must pass pre-employment skills testing.

Nice To Haves

Familiarity with credit & collections practices and procedure is a plus.
The ability to speak multiple languages is a plus.

Responsibilities

Receive and respond to telephone, mail, and e-mail inquiries from internal and external customers regarding billing, service requests, deregulation, payment arrangements, security deposits, new service installation, meter readings, power interruptions, claims, electronic payments and billing, hardship, bankruptcies, and legal accounts.
Respond to incoming telephone, email, mail, and 3rd party collections inquiries.
Communicate with the public and external collection attorneys on various subjects including service applications, service interruptions, bankruptcy, identity theft, legal collections, and other credit & collections related matters.
Initiate outbound collection calls to delinquent customers and actively collect on delinquent accounts.
Respond to customer calls outside regular hours in emergency situations and for planned overtime.
Be available to work emergency restoration assignments as required.
Be available to travel between MA/CT/NH as necessary.