Job Description

: Role and Scope of Position: An intermediate-level position within the Customer Service Representative progression. Provides the incumbent with training and experience necessary for advancement to the next intermediate level of Customer Service Center Representative III. Duties include work associated with receiving and responding to customer telephone, mail, and e-mail inquiries and complaints in connection with various customer service-related matters.

Essential Functions:

Successful candidates will respond to incoming telephone, email, mail, and 3rd party collections inquiries and other duties as assigned. Successful candidates will be responsible for; communicating with the public, and external collection attorneys on a wide variety of subjects, including service applications, service interruptions, bankruptcy, identity theft, legal collections, and other credit & collections related matters. Initiate outbound collection calls to delinquent customers and actively collect on delinquent accounts. Candidates must possess excellent communication and interpersonal skills, be team oriented, and enjoy working in fast paced environment. Responding to customer calls outside regular hours in emergency situations and for planned overtime is required. Individuals must also have the ability to work under a stressful and structured environment.

A high school diploma or the equivalent is required. Three years experience in a Call Center environment for Level III. Five years of related Call Center experience for Level IV.

Applicants will be required to successfully pass the EEI Customer Service and Data Entry aptitude test. Minimum of three years of customer service related experience is required, along with intermediate Microsoft Word and Excel skills. Applicant is required to have working knowledge of the C2 and CACS systems. Familiarity with credit & collections practices and procedure is a plus. The selected candidates must be able to work Monday through Friday, 8:00 a.m. - 4:30 p.m. Responding to customer calls outside of regularly scheduled hours in emergency situations is required. The ability to speak multiple languages is a plus. Qualified candidates must submit a resume with their application.”

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill:

• Excellent interpersonal skills.
• Excellent oral and written communication skills.
• Thorough knowledge of customer related procedures and policies.

• Excellent PC skills, including mouse navigation.
• Excellent keyboarding skills.
• Excellent analytical skills.
• Excellent decision-making skills.

Education:

• High School diploma or equivalent

Experience :

• Minimum of three (3) years of related Call Center experience

The annual salary range for this position is $48,530.00 to $53,920.00, plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of our benefits.

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.

Mental Aspects :

Leadership Behaviors/Competencies:

Set and Communicate Direction and Priorities

• Know the business plan and how your role connects to it
• Identify problems, issues; take responsibility for resolution
• Set high standards for self; deliver quality performance
• Raise ideas for improvement
• Communicate, communicate, communicate

Build Trusting Relationships

• Follow through on commitments made to manager, colleagues, and customers.
• Address difficult or controversial issues and encourage others to do the same.
• Have honest dialogue with others

Manage and Develop People

• Set performance goals that align with department and company goals
• Meet regularly with your supervisor/manager to discuss your performance
• Seek opportunities to develop skills and gain knowledge through on the job opportunities, i.e. working on projects, attending meetings, etc.

Foster Teamwork and Cross-functional Collaboration

• Work collaboratively within and across the organization to achieve “One Company” and other goals
• Recognize and address cross functional implications of your work

Create a Diverse, Inclusive Workforce

• Incorporate the diverse ideas and perspectives of team, colleagues, and customers in your work

Lead Change

• Proactively seek out opportunities to improve business performance and customer service.
• Respond positively to new demands or circumstances
• Exhibit a “can-do” attitude to support changes in priorities and work processes

Focus on the Customer

• Deliver superior service to our customers, both internal and external, in a reliable, attentive, courteous, quality, proactive and timely manner

#custajd

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.

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