Job Description

Billing, Customer Service Representative II (Hybrid)

04/01/2025

Locations: Manchester, New Hampshire

POSITION SUMMARY:
Individual will perform a variety of assignments associated with customer billing, such as adjustments, order entry, error processing, and the initiation of field investigations. Individual will be expected to make and to receive customer calls relating to billing issues. Will work under moderate supervision and must exercise some judgment within a framework as established by supervision.

PRIMARY DUTIES - ACCOUNTABILITIES:

Excellent interpersonal skills.
Excellent oral and written communication skills.
Thorough knowledge of customer related procedures and policies.
Excellent PC skills, including mouse navigation.
Excellent keyboarding skills.
Excellent analytical skills.
Excellent decision-making skills.
Excellent organizational skills.
Flexibility.
Dependability.
Reliability.
Ability to work in a team environment.
Ability to work with minimal supervision.
Ability to multitask.
Ability to function effectively in a highly structured and monitored environment.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill:

Excellent verbal and written communication skills, interpersonal skills, decision making skills, analytical skills.

Education:

High School diploma or the equivalent and two years of related experience is required

Experience:

Effective communication skills and the ability to communicate in a concise and effective manner is also required. The individual must be able to follow processes and work on their own. Responding to customer calls outside of regularly scheduled hours in emergency situations is required. Proficiency in typing and basic computer applications (Word, Excel, etc.) is required. Experience with the customer billing system is preferred. Applicants will be required to successfully pass the SHL Customer Service Representative test.
Eversource offers a competitive total rewards program. The annual salary range for this position is $53,990.00 , plus incentive. Check out the career site for an overview of our benefits.

Licenses & Certifications:

None

Working Conditions:

They physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Must be available to work emergency restoration assignment as required.
While performing the duties of this job, the employee is frequently required to sit, stand, talk, and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms.
The employee must occasionally lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderately quiet.

This job description is not intended to be construed as an exhaustive list of accountabilities, technical skills or key competencies.

#custajd

Worker Type:

Regular

Number of Openings:

1

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

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.

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Overview

As a Customer Service Representative, you are the first point of contact for our customers when they have questions about their bill, how to turn on/off their account when moving, and how Eversource is prepared to support them during storms. If you have a passion for helping customers and solving problems, and possess strong interpersonal skills, then this is the place to begin an exciting career with Eversource. There are lots of other opportunities in our Customer Group, including Metering and Credit, working with our Business Customers as an Account Executive and working on our Digital Strategy and Voice of the Customer projects.

Success Profile

What makes a successful Customer Group employee?

Check out the top traits we're looking for and see if you have the right mix.

Collaborative
Customer Focus
Team Player
Adaptable
Detail Oriented
Positive

Culture

Our goal is to remain the best energy company in the nation, and to be the first with carbon-neutral operations by 2030.

We will achieve this by valuing the diversity of employees who bring different perspectives to the table. We are committed to:

Creating an inclusive workplace where all employees, customers and stakeholders are respected and valued.
Leveraging the talent, unique perspectives, cultural and life experiences of every employee to ensure our continued success.
Attracting, developing and retaining a diverse workforce that can work together to meet the changing needs of the customers we serve while delivering reliable energy and superior customer service.

Career Path

Associates
Reps
Supervisors
Managers

Employee Quotes

Chad, Customer
Experience Analyst

Meet Chad

“The views of our customers play an enormous role in decisions made at Eversource,” says Chad, Customer Experience Analyst on the Voice of the Customer team. &ldquoI take a great deal of pride in my job to make sure customer sentiments are front and center for our leadership on a constant basis, through our survey research and our Eversource Online Community.”

Lezanne, Customer
Experience Analyst

Meet Lezanne

“Customers are often surprised to learn their appliances use varying amounts of energy during different seasons. Being able to help customers with tips for reducing their energy use is one of the most rewarding parts of my job. ”community we serve.”

Candaliza, Contact
Center Representative

Meet Candaliza

“Many of our customers are spending more time at home, and we understand they are increasingly reliant on their power to be able to function and work remotely”, says Candaliza, Contact Center Representative in Manchester. “For the past year, I have been able to assist customers during snowstorms, damaging outages and with everyday questions about their bills from my home office. The true benefit is that I can be available to field these calls within a moment's notice, at all hours of the night during emergencies if needed, knowing that my only commute is to the other room.”

Job Description