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An intermediate-level position within the Customer Service Representative progression. Provides the incumbent with training and experience necessary for advancement to the next intermediate level of Customer Service Center Representative III. Duties include work associated with receiving and responding to customer telephone, mail, and e-mail inquiries and complaints in connection with various customer service related matters.
Answers customer telephone, mail, e-mail, and other requests, inquiries, and complaints regarding service and billing and accounting matters. Performs outbound calling as required. Works with walk-in customers as necessary.
Analyzes causes of complaints and resolves customer dissatisfaction.
Initiates service on new accounts, reconnections and disconnections, and transfer of billing responsibility.
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.
Explains billing methods, rate schedules, amounts of bills, status of accounts, and collections procedures.
Explains customer payment options.
Processes trouble and emergency calls; researches inquiries related to trouble and emergency calls.
Explains restructuring billing and customer options.
Initiates credit and collection action on delinquent accounts and extends payment of delinquent accounts within authorized limits.
Explains Conservation and Load Management programs.
Assists customers with web transactions.
Analyzes and investigates discrepancies in customer accounts.
Works on special projects as assigned.
Assists in the instruction and training of new and/or less experienced representatives as required.
Supports company initiatives and promotions.
Participates in mandatory overtime, including holidays and weekends, as needed. This may also include on call standby duty.
Calls in crews outside of normal business hours; dispatches crews via 2-way radio; and competes electronic mail logs for all such activities.
Technical Knowledge/Skills:
Excellent interpersonal skills.
Excellent oral and written communication skills.
Thorough knowledge of customer related procedures and policies.
Position Requirements:
Applicants interested in working in our Call Center environment should apply.
1. Must have a high school diploma or the equivalent.
2. *Must have at least 1 year of experience in an Eversource Customer Contact Center as a CSRThis is a union represented position. We offer a competitive compensation and benefits package. Our compensation starts at $21.63/hour, plus overtime, as well as an annual bonus based on your performance. Some of our benefits include medical/dental/vision, education re
Worker Type:
RegularNumber of Openings:
1EEO 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.