Specialist, Customer Resolutions

Eversource Energy•Manchester, NH

About The Position

This position is responsible for ensuring Eversource customers enjoy a top tier customer experience. The Customer Resolution Specialist is responsible for the delivery of consistently extraordinary resolution and support for high touch customer care situations presented by Customer Service Representatives (CSRs) in our CT and NH Residential and Business contact centers. When customers have questions or suggestions about our company beyond our Customer Service Representatives’ expertise, the team turns to Resolution Specialists for support. Resolution Specialists provide specific information and apply de-escalating tactics to care for our customers’ account, program, service, process and procedural questions and concerns. Qualified candidates for this position must have an appetite for excellence and the ability to build relationships over the phone using outstanding communication and problem-solving skills. These individuals comply with Company and regulatory policies and procedures, while going above and beyond for our customers in a 24/7 Contact Center setting. Additionally, a qualified candidate must be quality-focused, and an effective team player motivated to diagnose and resolve elevated customer situations, serving as an effective endpoint for resolution.

Requirements

Thorough knowledge of Call Center applications to include C2/CACS, along with other applications that support the delivery of uncompromised customer care to the Eversource customer base.
Understanding of IVR prompts, self-service options and the Eversource Website are key.
Well versed with Residential, Business and Credit Customer Service policies and procedures.
Microsoft Office proficiency, including Word, Excel, PowerPoint, and Outlook is necessary.
Requires advanced verbal, written, interpersonal, and negotiating skills.
Have a passion for providing world-class customer service
Be extraordinarily upbeat and professional in every interaction they have with their internal and external customers, leadership and peers.
Be enthusiastic for the job, have a positive mindset and insists on making the most of any situation.
Enjoy working in an environment of consistent innovation and change that moves at a progressive pace
Be a self-driven member of the team, who is not afraid to work hard to excel in everything they do.
Enjoy tackling challenges of all kinds and develop innovative solutions to address customer care scenarios
Be motivated, reliable, and persistent in order to achieve top notch customer satisfaction.
Have strong ethics and integrity and be accountable for their actions.
Have a strong desire for personal and professional growth; constantly setting and achieving personal goals and challenges.
A High School Diploma is required.
Minimum of six (6) years in a contact center environment.
One (1) year of prior experience in the Eversource Customer Service Center is required.

Nice To Haves

The ability to speak multiple languages is a plus.

Responsibilities

Delivers high quality service to Eversource customers, ensuring that every customer is delighted during every interaction while positively contributing to an environment that fosters teamwork and accountability.
Delivers consistent extraordinary resolution and support for high touch customer care situations presented by Customer Service Representatives (CSRs) in our CT and NH Residential and Business contact centers.
Handles escalated calls from customers, often involving complex and challenging situations, and resolves them to the customer’s satisfaction, while adhering to all company and regulatory policies and procedures.
Answers internal and external customer requests, inquiries, and complaints regarding service, billing and accounting matters for Residential and Business customers across our Eversource service territory using our various Customer Information Systems designed to support customer inquiries.
Performs outbound calling as required.
Conducts frequent follow up throughout the issue resolution process.
Analyzes causes of complaints and resolves customer dissatisfaction.
Provides direction and guidance to lead customers to self-service tools and other reference information available.
Initiates service on new accounts, reconnections and disconnections, and transfer of billing responsibility.
Explains billing methods, rate schedules, amounts of bills, status of accounts and other related procedures.
Explains restructuring billing and customer options.
Analyzes and investigates discrepancies in customer accounts.
Explains customer payment options.
Reviews customer records, billing and error reports and returned bills; investigates errors and invalid meter reading and billing conditions and makes correcting entries as required.
Works collaboratively with Leadership to analyze escalation trends, contribute input towards root cause analysis to improve customer First Contact Resolution and Satisfaction.
Achieves and exceeds all individual and department key performance targets
Complies with regulations, Company policies and constantly looks for ways to improve business practices and policies to enhance customer satisfaction and loyalty.
Participates in departmental efforts and projects, share recommendations for policy and procedural changes that drive continuous improvement and increase customer satisfaction.
Exercises sound judgment and engages in input that drives our Company towards our vision.
Works various schedules in a 24x7 contact center environment, as business needs dictate.
Participates in mandatory overtime, including holidays and weekends, as needed. This may also include on call standby duty.