Customer Service Consultant (Hybrid)

11/08/2024

Locations: Westwood, Massachusetts

This position provides support to Customer Care MV90xi groups through the planning, development and implementation of technically Oriented and analytical tasks and assignments. This includes performing a variety of analyses and evaluations requiring coordination and communication with various Customer Care and IT Groups, as well as external regulatory agencies and professional industry associations. Work entails the review and recommendations regarding design and development changes or upgrades to performance tracking systems. Identifies opportunities for business process improvements. Develops, runs, and analyzes data requests from existing customer Information Technology (IT) systems including various data marts and data warehouses. Develops and documents technical specifications, test plans and implementation plan for system/process related work requests. Collaborates with IT to enhance IT systems to make business practices more efficient and economical. Works with users and service providers to determine desired performance levels and establish measures necessary to monitor goals.

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 impacting Customer Care programs.
• Supports development, and maintenance of management and information systems which schedule and estimate work, monitor field/staff progress towards Customer Care financial and operational goals and objectives.
• Supports studies to identify Customer Care management related issues regarding the various aspects of serving customers and recommends solutions to identified problems.
• Coordinates personnel develops schedules and evaluates work plans to support assignments as required.
• Analyzes proposed or existing methods, policies, procedures and/or technologies related to CE activities.
• Contributes to the assessment and improvements to systems, procedures and computer applications related to all Customer Care operations.
• Supports the production of Customer Care financial and operational management reports which include detailed quantitative analysis of data, conclusions, and recommendations.
• Participates in cross-functional project teams that affect customer services processes, AMR operations, and customer systems, as well as various data marts and data warehouses.
• Aids various Customer Care training functions for developing instruction/training.
• Responds to regulatory and law enforcement agency requests in a timely and accurate manner.
• Represents Customer Care and ES on specific industry committees, professional societies or joint study groups as authorized.
• Collaborates with key internal business partners to identify and resolve internal service level agreement issues.

Qualifications

Technical Knowledge/Skill:

• Requires in 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 rates, billing, and service requirements, DTE regulations, customer systems, meter history and meter reading data files and transactions, 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 (COBOL, SAS, ACL, 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.

Compensation and Benefits:

• Eversource offers a competitive total rewards program. The annual salary range for this position is $89,000 - $99,000 plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of benefits.

JOIN OUR TEAM!

Eversource is recognized as one of the top utilities in the country specializing in energy efficiency solutions for our customers. Our team of energy experts work with residents, businesses, designers, and contractors across New England to advance clean energy solutions. We provide our customers with the expertise necessary to improve comfort, increase business performance, and lower energy costs. We are building the region’s premier energy efficiency team and are seeking candidates from diverse backgrounds.

Why Eversource?

Serving more than 3.6 million electric and natural gas customers in Connecticut, Massachusetts, and New Hampshire, and employing a workforce of more than 8,000 New Englanders, Eversource represents one unified company across three states.

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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.