Technician B, Electric Service Support Center (SW)
05/01/2023Locations Manchester, New Hampshire
Job Description
Technician B, Electric Service Support Center (SW)
05/01/2023Locations: Manchester, New Hampshire
Check out this video and find out why our team loves to work here!
This position works as part of the Electric Service Support Center team responsible for the high volume of incoming calls and correspondence from its customers; with quality, timeliness, and efficiency.Customer requests may include but are not limited to new installs, upgrades, and removal of electric service; for both residential and commercial customers.
Individual will receive and process incoming customer requests for service over the telephone, web, email, and facsimile, and will ensure all work requests are in usable form, i.e., complete customer information, contractor information, work request primary point(s) of contact, and description of work).
Individual will be team oriented and possess excellent interpersonal and communication skills (both oral and written).
Interpreting and implementing numerous policies and procedures and providing superior customer service is a must to meet the job requirements.
Essential Functions:
Individual will be responsible for obtaining information relevant to the design and construction of the service request and responding to questions from the customer; including but not limited to technical requirements for electric service connections, schedule dates, inspection requirements, and licensing and easement requirements.
Individual will serve as the primary point of contact and advocate for the customer, contractor, and/or municipal official(s).
Individual will be responsible forprovidingapplicable upfront cost estimates.
Individual will be responsible for processing electrical inspections, prepayments, and contributions in aid of construction from its customers.
Individual will be responsible for certain non-design job types, from customer initiation to completion.
Individual will continuously interact with Eversource employees across the organization; including but not limited to Engineering, Electric Operations, Customer Billing Services, and Remittance Services.
Individual will support Engineering, Electric Operations and other areas as necessary with updating work requests with field notes, customer appointments, and work request progress.
Individual will have an emergency storm assignment.
Technical Knowledge/Skill/Education/Licenses/Certifications:
Technical Knowledge/Skill:
Associate’s degree in electrical technology or the equivalent in combined education and experience plus four years of related electric distribution experience is required for the “A” level.
Associate’s degree in electrical technology or the equivalent in combined education and experience plus two years of related electric distribution experience is required for the “B” level.
High School diploma plus four years of related electric distribution experience, or an Associate’s degree in electrical technology or the equivalent is required for the “C” level.
Ability to perform a variety of tasks requiring initiative, sound judgment, organization,and prioritization is required.
- Computer experience including Microsoft Word and Excel is required.
- Knowledge of the National Electric Safety Code is preferred.
- Utility and/or electrical experience is preferred.
- Electrical License; Journeyman or Master Electrician is desired.
- Maximo Work Management System experience is desired.
- C2 experience is desired.
- Applicants will be required to successfully pass the Technician aptitude test.
- Individual must hold a valid motor vehicle operator’s license.
Problem Solving & Complexity:
Demonstrated ability to use sound judgment and decision making, to resolve internal and external customer inquiries and concerns related to electric service requests.
Physical Aspects:
Individual will be seated, on the telephone, wearing a headset, and using a computer and keyboard for the majority of the workday.
#custajd
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.
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
We are Eversource
At Eversource, our mission is to safely deliver reliable energy and superior customer service to our electric, natural gas and water customers across New England. We do this ethically, respectfully and honestly to meet the expectations of our customers, regulators and ourselves.
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
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
Technician B, Electric Service Support Center (SW)
05/01/2023Locations: Manchester, New Hampshire
Check out this video and find out why our team loves to work here!
This position works as part of the Electric Service Support Center team responsible for the high volume of incoming calls and correspondence from its customers; with quality, timeliness, and efficiency.Customer requests may include but are not limited to new installs, upgrades, and removal of electric service; for both residential and commercial customers.
Individual will receive and process incoming customer requests for service over the telephone, web, email, and facsimile, and will ensure all work requests are in usable form, i.e., complete customer information, contractor information, work request primary point(s) of contact, and description of work).
Individual will be team oriented and possess excellent interpersonal and communication skills (both oral and written).
Interpreting and implementing numerous policies and procedures and providing superior customer service is a must to meet the job requirements.
Essential Functions:
Individual will be responsible for obtaining information relevant to the design and construction of the service request and responding to questions from the customer; including but not limited to technical requirements for electric service connections, schedule dates, inspection requirements, and licensing and easement requirements.
Individual will serve as the primary point of contact and advocate for the customer, contractor, and/or municipal official(s).
Individual will be responsible forprovidingapplicable upfront cost estimates.
Individual will be responsible for processing electrical inspections, prepayments, and contributions in aid of construction from its customers.
Individual will be responsible for certain non-design job types, from customer initiation to completion.
Individual will continuously interact with Eversource employees across the organization; including but not limited to Engineering, Electric Operations, Customer Billing Services, and Remittance Services.
Individual will support Engineering, Electric Operations and other areas as necessary with updating work requests with field notes, customer appointments, and work request progress.
Individual will have an emergency storm assignment.
Technical Knowledge/Skill/Education/Licenses/Certifications:
Technical Knowledge/Skill:
Associate’s degree in electrical technology or the equivalent in combined education and experience plus four years of related electric distribution experience is required for the “A” level.
Associate’s degree in electrical technology or the equivalent in combined education and experience plus two years of related electric distribution experience is required for the “B” level.
High School diploma plus four years of related electric distribution experience, or an Associate’s degree in electrical technology or the equivalent is required for the “C” level.
Ability to perform a variety of tasks requiring initiative, sound judgment, organization,and prioritization is required.
- Computer experience including Microsoft Word and Excel is required.
- Knowledge of the National Electric Safety Code is preferred.
- Utility and/or electrical experience is preferred.
- Electrical License; Journeyman or Master Electrician is desired.
- Maximo Work Management System experience is desired.
- C2 experience is desired.
- Applicants will be required to successfully pass the Technician aptitude test.
- Individual must hold a valid motor vehicle operator’s license.
Problem Solving & Complexity:
Demonstrated ability to use sound judgment and decision making, to resolve internal and external customer inquiries and concerns related to electric service requests.
Physical Aspects:
Individual will be seated, on the telephone, wearing a headset, and using a computer and keyboard for the majority of the workday.
#custajd
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.
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
