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LOCATION: MA-Springfield (Brookdale Ave)

POSITION: Customer Service Representative

ORGANIZATION: Customer Operations & Digital Strategy

DEPARTMENT: Contact Center

Starting Rate of Pay: $33.22

Union Represented Position

Eversource Contact Centers offer a Performance-Based Work From Home Program

JOB SUMMARY

Under general supervision, the Customer Service Representative is 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 requests through to completion.

Incumbents must successfully complete company training for this position.

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.

MINIMUM QUALIFICATIONS

Must have at least 1 year of experience in a customer-related environment.

Must have a high school diploma or the equivalent.

Must have working knowledge of PC applications

Applicants will be required to successfully pass the SHL Customer Service Representative test

Must pass background and drug screening

WORK HOURS

After successful completion of the training period, employees will be moved to a shift position. This position is subject to mandatory (occasional) overtime to serve our customer needs.

Worker Type:

Number of Openings:

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

Vaccination Information:

Eversource requires all new employees to be fully vaccinated for COVID-19 by their first day of employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Eversource’s HR department after you have been made a conditional offer of employment. Eversource does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws.

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.