Customer Service Consultant (Hybrid)

04/10/2025

Locations: East Berlin, Connecticut; Windsor, Connecticut

This position supports the Payments & Print team within the Customer Operations and Digital Strategy (CODS) organization by planning, developing, and implementing analytical tasks and assignments.

Key responsibilities include:

• Performing analyses

• Coordinating tasks with internal IT and regulatory partners

• Identifying and implementing business process improvements

• Developing reports and analyzing data from IT systems, including data marts and warehouses

• Creating and documenting technical specs, test plans, and implementation plans for system/process-related work requests

• Collaborating with IT to enhance systems, making business processes more efficient

• Reconciling customer payments on a daily basis

• Monitoring payment file receipt from vendors to ensure timely payment posting

• Performing mail merges for ad-hoc customer letters

• Reconciling vendor invoices and allocating charges.

This is a hybrid role. The first three months are fulltime in the office. 

Essential Functions

• Plans, develops, and implements a variety of complex studies and investigations including cost-benefit analyses, system design specifications, test plans, policies, procedures, and other technical and administrative evaluations.
• Identifies customer service issues and recommends solutions to CODS management.
• Coordinates personnel, develops schedules, and evaluates work plans to support assignments.
• Assesses and improves systems, procedures, and computer applications for CODS operations.
• Produces financial and operational management reports, including detailed quantitative analysis, conclusions, and recommendations.
• Participates in cross-functional project teams affecting customer service processes, AMI operations, customer systems, data marts, and data warehouses.
• Supports CODS training functions by developing instructional materials.
• Responds to regulatory and law enforcement agency requests promptly and accurately.
• Represents Customer Care and ES on industry committees, professional societies, or joint study groups as authorized.
• Collaborates with internal business partners to identify and resolve internal service level agreement issues.
• Sends communications to business partners regarding customer-impacting payment or print issues.

Qualifications

Technical Knowledge/Skill:

• Requires knowledge and experience with IT systems and performance reporting
• Strong analytical and investigative skills
• Requires demonstrated presentation, verbal and written communications and interpersonal skills
• Requires a comprehensive knowledge of utility payments, customer systems, and various data marts and data warehouses
• Ability to use PC desktop applications (e.g. Microsoft Word & Excel)
• Medium-level programming or a demonstrated programming aptitude (Python, R, SQL, etc.) preferred
• Ability to work with financial models and perform financial analysis preferred

Education:                          

• Bachelor’s degree in engineering, Business Administration, Finance, Accounting, Statistics, Economics, related discipline, or equivalent experience 
• MBA preferred.

Experiences:           

• Three (3) plus years of related experience
• Demonstrated experience in building analytical models, working with IT systems, project and contract management and financial/investment decision analysis.

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Compensation and Benefits:

Eversource offers a competitive total rewards program.Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive.The annual salary range for this position is:

$91,850.00-$102,060.00

Worker Type:

Regular

Number of Openings:

1

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. 

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