Manager, Electric Service Support (Hybrid)

10/21/2024

Locations: Westwood, Massachusetts

Our Electric Service Support Manager is responsible for managing the daily customer, contractor and developer interface activities associated with requests for new or expanded electric service.  Customer segments include residential, commercial, and industrial.  The department is the primary point of customer contact and plays a key role in coordinating service delivery and satisfaction for customer’ requiring new or expanded service. 

You will also manage a supervisory team, a staff which includes engineers, technicians, and clerical staff, both represented (if applicable) and non-represented.  The manager plans, develops and manages policies, procedures and standards in collaboration and coordination with other departments to ensure safe, efficient, and effective service delivery.

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

Essential Functions:

• Manage the overall activities of Electric Service Support, providing direction to supervision regarding new and expanded electric service and technical requirements.
• Regularly review the Electric Service Support’s performance to maximize customer service delivery effectiveness and efficiency, as well as ensure compliance with applicable new service or expanded service regulations and tariffs.
• Review and authorize final decisions for complicated or sensitive service-related issues involving billing, metering, engineering / design, construction, schedule and other service matters.
• Coordinate with other departments, including, but not limited to, other Customer Care groups, Engineering and Design, and Field Operations groups as necessary to help ensure timely project execution and customer communications.
• Manage the development and implementation of policies, procedures and standards, align company practices and leverage resources across geographic locations to the fullest extent possible.
• Identify innovative practices and solutions in support of the company’s customer satisfaction objectives.
• Obtain feedback from, and advocate for, our new electric service customers always looking for ways to make it easy to do business with Eversource.
• Maintain overall compliance with corporate and regulatory standards in the security of customer information.
• Support emergency/storm related communications and related work in partnership with the Eversource and Customer Group Emergency Response Plans
• Responsible for hiring, development, training and performance of the Electric Service Support staff.
• Adhere to all company policies, procedures and business ethic codes, and ensures they are communicated and implemented within the team.
• Participate in a leadership role in associated professional organizations, conference and trade groups.
• Provide Director of Electric Service Support and Distributed Generation with timely updates and feedback on all customer and operational budget matters.

Qualifications:

Technical Knowledge/Skill:         

• Requires strong customer service delivery skills with solid working knowledge of the design, installation, and operation of company’s electric distribution system. 
• Demonstrated knowledge of applicable tariffs, statutes, and practices, as well as company customer service, engineering and operating policies and procedures. 
• If applicable, working knowledge of Massachusetts East labor agreement.
• Requires excellent communication (verbal and written), interpersonal and management skills, as well as business acumen.

Education:         

• Requires a bachelor’s degree in engineering, Business Administration, related discipline, or equivalent experience.
• Master’s Degree preferred.

Experience:

• Ten (10) plus years’ experience in engineering, operations, customer service or related field including three (3) plus years’ of supervisory experience.

Compensation and Benefits:

• Eversource offers a competitive total rewards program. The annual salary range for this position is $139,000 - $154,000 plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of benefits.

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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.