Representative, Contact Center II
11/25/2024Locations Manchester, New Hampshire
Job Description
Representative, Contact Center II
11/25/2024Locations: Manchester, New Hampshire
Role and Scope of Position:An entry level position within the Contact Center. Duties include work associated with receiving and responding to customer telephone, mail, and e-mail inquiries and complaints relating to various customer service-related matters.
ENERGY BRINGS US TOGETHER
At Eversource, you'll be working for New England’s largest energy delivery company, serving more than 4 million electric and natural gas customers in Connecticut, Massachusetts, and New Hampshire.
Our team of more than 9,000 dedicated, diverse, and engaged employees is passionate about providing a superior customer experience. We are committed to our communities, the environment, and each other. You’ll have a variety of opportunities to further your career, whether it’s in customer service, the skilled trades area or a corporate or technical group. Join us on this amazing journey to create a brighter future!
“The Eversource Contact Centers offer a performance-based Work from Home program in Manchester, NH for all CSRs.”
As an energy adviser, you will be at the forefront of the customer experience, handling inbound interactions from our customers, listening to their needs, and taking pride in offering solutions and making their experience a truly exceptional one. You will be immersed in the evolving energy industry, while working independently and as part of a collaborative team that focuses on quality and excellence.
We offer a fast-paced environment, excellent working conditions and a collaborative team atmosphere in a 24/7 contact center. Because we are there for our customers when they need us, we offer a variety of shifts during day, night, overnight and weekend hours. While the majority of the shifts fall between 8am - 6:15pm Monday - Friday, After Hours schedules start at $27.88/hour.
There are also excellent opportunities for overtime, especially during emergency restoration/weather events.
We provide robust training and onboarding to ensure you are fully able to service our customer needs. Our training schedules are typically during the day, Monday-Friday.
We offer a competitive compensation and benefits package. Our compensation starts at $23.46/hour, plus overtime, as well as an annual bonus based on your performance. Some of our benefits include medical/dental/vision, education reimbursement, retirement savings plans, life and disability insurance, paid time off, opportunities to volunteer and give back to the local community and more!
The Experience We’re Looking for from You:
• High school diploma or equivalent required.
• At least 1 year of previous experience helping customers in any capacity/line of work.
• Candidates with College degrees who do not have customer-related experience are encouraged to apply!
• The ability to speak Spanish is a plus.
• Must pass pre-employment skills testing and background check and drug screening
Essential Functions:
- Displays a positive attitude with the ability and desire to learn and a passion for customer service
- Proven track record of excellence
- Responds positively and professionally to all customer inquiries received via telephone, mail, and e-mail.
- Ensures a first contact resolution experience for every customer contact.
- Analyzes cause of high bill complaints and efficiently resolves customer questions and concerns.
- Processes start and stop service requests and transfer of billing responsibility accurately.
- Analyzes and investigates discrepancies in customer accounts and investigates potential errors in meter reading and billing.
- Corrects errors in a timely manner and effectively communicates to the customer to ensure customer satisfaction.
- Supports company goals, initiatives, and mission.
- Participates in overtime and holiday coverage as needed.
- Participates in storm/outage events as well as standby duty when called upon.
- Processes electrical emergency and outage calls and provides the customer with accurate information related to their location.
- Arrives to work on time and adheres to a schedule
- Builds genuine connections with your customers and being a great ambassador for the Eversource Energy brand all while listening to the customer anticipating their needs and offering solutions
- Handles customer’s needs with integrity and empathy in one transaction
- Navigates and maneuvers through multiple computer applications and screens simultaneously, i.e. program offerings, computer tools, process changes
- Adapts to a fast-paced environment as well as constant change
- Being an engaged customer advocate
- Being your best, on purpose, every time
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 equivalent
Experience:
- One (1) year of related Contact Center of Customer Service experience (many include hospitality, retail, etc.) either by phone or face to face.
Licenses & Certifications:
- None
Working Conditions:
- Must be available to work emergency restoration assignment as required.
- Must be available to travel between MA/CT/NH as necessary.
- Our contact centers are a 24/7 day a week operation. Representatives are expected to be on-call and work extended hours as well as mandatory overtime too support higher call volumes during times of inclement weather or other major events. Contact center representatives are front line employees – if the power is out or there is a major weather event affecting power, they are expected to be here to serve our customers. We are open holidays, for which you may sign up or be drafted to work during those times.
Mental Aspects:
Leadership Behaviors/Competencies:
Set and Communicate Direction and Priorities
- Know the business plan and how your role connects to it
- Identify problems, issues; take responsibility for resolution
- Set high standards for self; deliver quality performance
- Raise ideas for improvement
- Communicate, communicate, communicate
Build Trusting Relationships
- Follow through on commitments made to manager, colleagues, and customers.
- Address difficult or controversial issues and encourage others to do the same.
- Have honest dialogue with others
Manage and Develop People
- Set performance goals that align with department and company goals
- Meet regularly with your supervisor/manager to discuss your performance
- Seek opportunities to develop skills and gain knowledge through on the job opportunities, i.e. working on projects, attending meetings, etc.
Foster Teamwork and Cross-functional Collaboration
- Work collaboratively within and across the organization to achieve “One Company” and other goals
- Recognize and address cross functional implications of your work
Create a Diverse, Inclusive Workforce
- Incorporate the diverse ideas and perspectives of team, colleagues, and customers in your work
Lead Change
- Proactively seek out opportunities to improve business performance and customer service.
- Respond positively to new demands or circumstances
- Exhibit a “can-do” attitude to support changes in priorities and work processes
Focus on the Customer
- Deliver superior service to our customers, both internal and external, in a reliable, attentive, courteous, quality, proactive and timely manner
#custajd
Worker Type:
RegularNumber of Openings:
25EEO 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.
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.
About us
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.
Benefits
Eversource employees are committed to providing reliable energy and superior customer service—and that's why we are committed to providing our employees with a highly competitive total rewards package. In addition to wages and salaries, the benefit programs Eversource offers its employees and family members are a significant part of the total rewards.
Healthcare, Wellness & Disability Protection for you and your Family
- Comprehensive Medical, Prescription, Dental, and Vision Plans, choose the coverage that is right for you and your family
- High deductible health plan option, with generous health savings account (HSA), employer contribution, ($500 individual; $1,000 employee +1 or more)
- Company-paid employee life and accident insurance and options to purchase additional coverage for you and your family
- An award-winning Wellness Program provides up to $200 annually for employees and spouses to adopt and maintain healthy lifestyles
- Health and Dependent care reimbursement accounts
- Sick Time, Short-Term & Long-Term Disability Plans
Work/Life Balance Benefit Programs
- Employee Assistance Program (EAP)
- Multi-faceted Behavioral Health Program
- Care@Work Program (child/elder care), membership/stipend for emergency services
- Adoption Assistance (eligible employees)
- Tuition Reimbursement, Student Loan Refinancing & Student Debt Counselling
- Voluntary benefits platform to access discounted home & auto, identity protection and pet insurance
- Charity donation gift matching
- Volunteer hours at local charities with rewards to our Wellness Program
- Generous time off
- Business Resource Groups for social connection and career development
Retirement Benefits for a Secure Future
- 401k: Up to 100% Employer Match on first 3% of employee's contributions
- K-Vantage: Additional Employer Contribution to the 401k based on age and years of service (2.5% to 6.5%)
- Med-Vantage HRA: Age 40+, receive annual $1,000 contribution to an HRA for post-employment qualified medical expenses
Career Path
-
Associates
-
Reps
-
Supervisors
-
Managers
Employee Quotes
Job Description
Representative, Contact Center II
11/25/2024Locations: Manchester, New Hampshire
Role and Scope of Position:An entry level position within the Contact Center. Duties include work associated with receiving and responding to customer telephone, mail, and e-mail inquiries and complaints relating to various customer service-related matters.
ENERGY BRINGS US TOGETHER
At Eversource, you'll be working for New England’s largest energy delivery company, serving more than 4 million electric and natural gas customers in Connecticut, Massachusetts, and New Hampshire.
Our team of more than 9,000 dedicated, diverse, and engaged employees is passionate about providing a superior customer experience. We are committed to our communities, the environment, and each other. You’ll have a variety of opportunities to further your career, whether it’s in customer service, the skilled trades area or a corporate or technical group. Join us on this amazing journey to create a brighter future!
“The Eversource Contact Centers offer a performance-based Work from Home program in Manchester, NH for all CSRs.”
As an energy adviser, you will be at the forefront of the customer experience, handling inbound interactions from our customers, listening to their needs, and taking pride in offering solutions and making their experience a truly exceptional one. You will be immersed in the evolving energy industry, while working independently and as part of a collaborative team that focuses on quality and excellence.
We offer a fast-paced environment, excellent working conditions and a collaborative team atmosphere in a 24/7 contact center. Because we are there for our customers when they need us, we offer a variety of shifts during day, night, overnight and weekend hours. While the majority of the shifts fall between 8am - 6:15pm Monday - Friday, After Hours schedules start at $27.88/hour.
There are also excellent opportunities for overtime, especially during emergency restoration/weather events.
We provide robust training and onboarding to ensure you are fully able to service our customer needs. Our training schedules are typically during the day, Monday-Friday.
We offer a competitive compensation and benefits package. Our compensation starts at $23.46/hour, plus overtime, as well as an annual bonus based on your performance. Some of our benefits include medical/dental/vision, education reimbursement, retirement savings plans, life and disability insurance, paid time off, opportunities to volunteer and give back to the local community and more!
The Experience We’re Looking for from You:
• High school diploma or equivalent required.
• At least 1 year of previous experience helping customers in any capacity/line of work.
• Candidates with College degrees who do not have customer-related experience are encouraged to apply!
• The ability to speak Spanish is a plus.
• Must pass pre-employment skills testing and background check and drug screening
Essential Functions:
- Displays a positive attitude with the ability and desire to learn and a passion for customer service
- Proven track record of excellence
- Responds positively and professionally to all customer inquiries received via telephone, mail, and e-mail.
- Ensures a first contact resolution experience for every customer contact.
- Analyzes cause of high bill complaints and efficiently resolves customer questions and concerns.
- Processes start and stop service requests and transfer of billing responsibility accurately.
- Analyzes and investigates discrepancies in customer accounts and investigates potential errors in meter reading and billing.
- Corrects errors in a timely manner and effectively communicates to the customer to ensure customer satisfaction.
- Supports company goals, initiatives, and mission.
- Participates in overtime and holiday coverage as needed.
- Participates in storm/outage events as well as standby duty when called upon.
- Processes electrical emergency and outage calls and provides the customer with accurate information related to their location.
- Arrives to work on time and adheres to a schedule
- Builds genuine connections with your customers and being a great ambassador for the Eversource Energy brand all while listening to the customer anticipating their needs and offering solutions
- Handles customer’s needs with integrity and empathy in one transaction
- Navigates and maneuvers through multiple computer applications and screens simultaneously, i.e. program offerings, computer tools, process changes
- Adapts to a fast-paced environment as well as constant change
- Being an engaged customer advocate
- Being your best, on purpose, every time
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 equivalent
Experience:
- One (1) year of related Contact Center of Customer Service experience (many include hospitality, retail, etc.) either by phone or face to face.
Licenses & Certifications:
- None
Working Conditions:
- Must be available to work emergency restoration assignment as required.
- Must be available to travel between MA/CT/NH as necessary.
- Our contact centers are a 24/7 day a week operation. Representatives are expected to be on-call and work extended hours as well as mandatory overtime too support higher call volumes during times of inclement weather or other major events. Contact center representatives are front line employees – if the power is out or there is a major weather event affecting power, they are expected to be here to serve our customers. We are open holidays, for which you may sign up or be drafted to work during those times.
Mental Aspects:
Leadership Behaviors/Competencies:
Set and Communicate Direction and Priorities
- Know the business plan and how your role connects to it
- Identify problems, issues; take responsibility for resolution
- Set high standards for self; deliver quality performance
- Raise ideas for improvement
- Communicate, communicate, communicate
Build Trusting Relationships
- Follow through on commitments made to manager, colleagues, and customers.
- Address difficult or controversial issues and encourage others to do the same.
- Have honest dialogue with others
Manage and Develop People
- Set performance goals that align with department and company goals
- Meet regularly with your supervisor/manager to discuss your performance
- Seek opportunities to develop skills and gain knowledge through on the job opportunities, i.e. working on projects, attending meetings, etc.
Foster Teamwork and Cross-functional Collaboration
- Work collaboratively within and across the organization to achieve “One Company” and other goals
- Recognize and address cross functional implications of your work
Create a Diverse, Inclusive Workforce
- Incorporate the diverse ideas and perspectives of team, colleagues, and customers in your work
Lead Change
- Proactively seek out opportunities to improve business performance and customer service.
- Respond positively to new demands or circumstances
- Exhibit a “can-do” attitude to support changes in priorities and work processes
Focus on the Customer
- Deliver superior service to our customers, both internal and external, in a reliable, attentive, courteous, quality, proactive and timely manner
#custajd
Worker Type:
RegularNumber of Openings:
25EEO 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.
Penni McLean Conner is executive vice president at Eversource.
Bob Giannino is CEO at United Way of Massachusetts Bay and Merrimack Valley.
Five ways we can work together to help communities in need
- Promote economic justice and stability
- Reimagine the safety net
- Respond to the growing eviction crisis
- Create deeply affordable housing and expand supportive services
- Increase access to early education.
We're committed to:
- Fully integrating environmental, social and governance (ESG) initiatives into all of our business practices
- Achieving carbon neutrality in our operations by 2030
- Delivering reliable energy while integrating clean, renewable resources that support New England's emission-reduction goals
- Investing in the innovation of energy infrastructure and new technologies
- Promoting racial and social justice