Supervisor, Customer Billing and Accounting (Hybrid)
06/12/2025Locations Westwood, Massachusetts
Job Description
Supervisor, Customer Billing and Accounting (Hybrid)
06/12/2025Locations: Westwood, Massachusetts
Our Customer Billing and Accounting Supervisor plans, coordinates, supervises and implements customer billing, accounting, credit and collection policies, procedures and activities for a regional Customer Service Center (CSC).
This is a hybrid role. The first three months are fulltime in the office.
Essential Functions:
- Implements all approved customer billing and accounting policies, procedures and standards in assigned region.
- Schedules and coordinates billing and accounting activities for assigned regional CSC, such as customer billing and review of daily exception reports.
- Supervises daily billing and accounting activities which include processing of input documents to adjust customer account balances and CSC orders.
- Supervises disposition of daily, weekly and monthly billing and accounting reports such as, Account Investigation Report and High and Low Limit Billing Report.
- Administers resolution of significant credit and collection problems and monitors collection activities of same.
- Coordinates and controls billing and accounting activities with affected departments.
- Coordinates and oversees customer billing and accounting activities among CSC sections, the region's district business offices and affected departments (field and staff).
- Resolves, as assigned, more complicated or sensitive matters resulting from customer billing and accounting problems.
- Verifies uniform applications of billing and accounting policies and procedures.
- Implements Customer Service System (CSS) user testing procedures (new rate schedules, CSS enhancements and error corrections); coordinates same with CBS and Management Information Systems.
- Implements the Personnel Utilization Resource System (PURS) for assigned personnel.
- Supervises and maintains security for customer billing records, in assigned region, as required by FPC regulations.
- Performs regional CSC on-call duties as assigned, by responding to and resolving customer complaints regarding disconnects for non-payment, gas emergencies and storms.
- Reviews CS daily reports for billing problems or unusual billing conditions.
- Supervises the preparation of billing and accounting reports requested by staff and Regional Administration.
- Controls and coordinates bank plan program with all Customer Service Centers and Bay Valley Bank.
- Provides supervision in the carrying out of policies and procedures specified in the union contract.
Qualifications:
Technical Knowledge/Skill:
- Ability to acquire thorough knowledge of the Billing/Revenue Systems (CSS).
- Thorough knowledge of approved rate schedules for customer billing.
- Understanding of meters and their relationships to billing.
- Working knowledge of accounting principles.
- Working knowledge of Data Processing operations as they apply to CSS.
- Ability to work under stress and pressure.
- Knowledge of gas meter and test operations.
- Knowledge of electric metering principles and related policies and procedures.
- Knowledge of appliance service business practices.
- Working knowledge of union contract and labor relations procedures, as they relate to assigned employees.
Education:
- Bachelor’s Degree in business administration, related discipline or the equivalent experience
Experience:
- Five (5) plus years of customer billing and collections experience or related experience
- Demonstrated leadership abilities
#custajd
#LI-JB1
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:
$100,640.00-$111,820.00Worker Type:
RegularNumber of Openings:
1Emergency 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
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
Electric Operations is committed to providing safe and reliable electric service to Eversource customers. The organization is comprised of the following 5 major groups., Electric Field Operations, Emergency Preparedness, Planning and Scheduling, and Substation Operations and Field Engineering and Communications.
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 embracing perspectives our employees bring to the table. We are committed to:
- Fostering a workplace where all employees, customers, and stakeholders are respected and valued.
- Leveraging the unique talents, perspectives, and life experiences of every employee to drive our ongoing success.
- Attracting, developing, and retaining a workforce capable of meeting the evolving needs of our customers while delivering reliable energy and exceptional 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.
Career Path
-
Associates
-
Reps
-
Supervisors
-
Managers
Employee Testimonials
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. “I 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, Contact Center
Billing Representative
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.”
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
Supervisor, Customer Billing and Accounting (Hybrid)
06/12/2025Locations: Westwood, Massachusetts
Our Customer Billing and Accounting Supervisor plans, coordinates, supervises and implements customer billing, accounting, credit and collection policies, procedures and activities for a regional Customer Service Center (CSC).
This is a hybrid role. The first three months are fulltime in the office.
Essential Functions:
- Implements all approved customer billing and accounting policies, procedures and standards in assigned region.
- Schedules and coordinates billing and accounting activities for assigned regional CSC, such as customer billing and review of daily exception reports.
- Supervises daily billing and accounting activities which include processing of input documents to adjust customer account balances and CSC orders.
- Supervises disposition of daily, weekly and monthly billing and accounting reports such as, Account Investigation Report and High and Low Limit Billing Report.
- Administers resolution of significant credit and collection problems and monitors collection activities of same.
- Coordinates and controls billing and accounting activities with affected departments.
- Coordinates and oversees customer billing and accounting activities among CSC sections, the region's district business offices and affected departments (field and staff).
- Resolves, as assigned, more complicated or sensitive matters resulting from customer billing and accounting problems.
- Verifies uniform applications of billing and accounting policies and procedures.
- Implements Customer Service System (CSS) user testing procedures (new rate schedules, CSS enhancements and error corrections); coordinates same with CBS and Management Information Systems.
- Implements the Personnel Utilization Resource System (PURS) for assigned personnel.
- Supervises and maintains security for customer billing records, in assigned region, as required by FPC regulations.
- Performs regional CSC on-call duties as assigned, by responding to and resolving customer complaints regarding disconnects for non-payment, gas emergencies and storms.
- Reviews CS daily reports for billing problems or unusual billing conditions.
- Supervises the preparation of billing and accounting reports requested by staff and Regional Administration.
- Controls and coordinates bank plan program with all Customer Service Centers and Bay Valley Bank.
- Provides supervision in the carrying out of policies and procedures specified in the union contract.
Qualifications:
Technical Knowledge/Skill:
- Ability to acquire thorough knowledge of the Billing/Revenue Systems (CSS).
- Thorough knowledge of approved rate schedules for customer billing.
- Understanding of meters and their relationships to billing.
- Working knowledge of accounting principles.
- Working knowledge of Data Processing operations as they apply to CSS.
- Ability to work under stress and pressure.
- Knowledge of gas meter and test operations.
- Knowledge of electric metering principles and related policies and procedures.
- Knowledge of appliance service business practices.
- Working knowledge of union contract and labor relations procedures, as they relate to assigned employees.
Education:
- Bachelor’s Degree in business administration, related discipline or the equivalent experience
Experience:
- Five (5) plus years of customer billing and collections experience or related experience
- Demonstrated leadership abilities
#custajd
#LI-JB1
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:
$100,640.00-$111,820.00Worker Type:
RegularNumber of Openings:
1Emergency 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
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
