Senior Regulatory Relations Specialist

05/12/2025

Locations: Westwood, Massachusetts; Lawrence, Massachusetts; Southborough, Massachusetts

Role and Scope of Position:
Under minimal supervision, this position is responsible for utilizing superior judgement to manage residential and commercial customer complaints (electric and gas) escalated through state regulatory agencies and state elected officials in the Eversource service territories as well as providing timely updates to gas related emergency events to regulatory authorities, as necessary.

This role will also work with the Regulatory Affairs Manager to ensure that regulatory notifications and external facing documents are in alignment with internal policies. This candidate may also be representing Eversource at requested meetings with regulatory staff members and low-income agencies.

Essential Functions: 

• Builds and maintains strong, credible effective relationships with regulatory and key clean energy stakeholders.
• Collaborates with business partners within the company to resolve customer complaints, concerns, inquiries and problems under tight deadlines.
• Negotiates payment settlements and arrangements on behalf of Eversource on disputed accounts

• Identifies emerging trends in customer complaints and reasons behind them and makes recommendations to manager for resolution
• Responds to internal and external requests for reports detailing complaints totals, categories, and resolutions, often in support of regulatory proceedings
• Maintains strong professional relationships with regulatory staff members, boards and commissions that interact with state regulatory bodies
• Monitors and analyzes the impact emerging or revised regulations will have on Eversource customers
• Keeps up to date with Company’s Customer Care training, policies, and procedures
• Represents Eversource regulated companies at requested meetings involving interpretation of regulations, policies or procedures related to accounts, billing, termination or other procedures affecting customer service.
• Identifies root cause of complaints and makes recommendations to manager for resolution.
• Maintain knowledge of regulator standards to ensure proper regulatory body adherence.
• Monitors business processes, policies and procedures to ensure compliance with requirements.
• Provides expertise and guidance in interpreting and agency guidelines.
• Prepares comprehensive monthly and quarterly reports to management and benchmark against other utilities within the state.
• Supports the Regulatory Officers and/or Regulatory and State Liaisons during Emergency Response Activations. 
• Interacts with Low Income Advocates and other key customer advocates to ensure their concerns in our regulatory filings are being addressed.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skills:    

• Extensive knowledge of state regulatory processes, including mastery of laws and regulations related to hardship customers and credit/collections.  
• Excellent verbal communication, analytical, investigative, and interpersonal skills and ability to demonstrate superior customer service in a stressful environment.  
• Organizational skills, the ability to multi-task and lead multiple projects is critical.
• Demonstrate an open, honest communication style and make fact-driven decisions.
• Ability to use SAP desktop applications and a comprehensive knowledge (or ability to quickly learn) internal OMNI and other internal customer information and/or billing systems. 

Education/Experiences:           

• Bachelor’s Degree in Communications, Government, Business, related disciplines OR equivalent experience. 

Experience:

• Five (5) or more years of broad utility industry and regulatory experience.

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.
• While infrequent, must be flexible and available outside of working hours should important regulatory issues arise.

Mental Aspects:

• This role works in an environment that often requires the ability to prioritize tasks, where deadlines need to be met and work is performed under pressure while needing to meet internal and external regulatory deadlines. 
• Must be able to work independently and collaboratively within the organization and be able to recognize and work with sensitive and confidential information.

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Compensation and Benefits:

Eversource offers a competitive total rewards program.Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive.The annual salary range for this position is:

$102,020.00-$113,360.00

Worker Type:

Regular

Number of Openings:

1

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. 

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