Manager, Electric Service Support (Hybrid)
10/21/2024Locations Westwood, Massachusetts
Job Description
Manager, Electric Service Support (Hybrid)
10/21/2024Locations: 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.
#custajd
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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
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
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Associates
-
Reps
-
Supervisors
-
Managers
Employee Quotes
Job Description
Manager, Electric Service Support (Hybrid)
10/21/2024Locations: 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.
#custajd
#LI-JB!
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
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