Representative, Contact Center II (Performance Based Remote)

About the position

An entry level position within the Contact Center. Duties include work associated with receiving and responding to customer telephone, mail, and e-mail inquiries and complaints relating to various customer service-related matters. The Eversource Contact Centers offer a performance-based Work from Home program in Manchester, NH for all CSRs. There are times you will be required to be in the office. Successful applicants will need to reside with in a reasonable driving distance of our Manchester, NH service territory. As an energy adviser, you will be at the forefront of the customer experience, handling inbound interactions from our customers, listening to their needs, and taking pride in offering solutions and making their experience a truly exceptional one. You will be immersed in the evolving energy industry, while working independently and as part of a collaborative team that focuses on quality and excellence. We offer a fast-paced environment, excellent working conditions and a collaborative team atmosphere in a 24/7 contact center. Because we are there for our customers when they need us, we offer a variety of shifts during day, night, overnight and weekend hours. While the majority of the shifts fall between 8am - 6:15pm Monday - Friday, After Hours schedules are available. This is a Safety sensitive position and will be subject to the PHMSA Federally Regulated drug program, including random drug testing. There are also excellent opportunities for overtime, especially during emergency restoration/weather events. We provide robust training and onboarding to ensure you are fully able to service our customer needs. Our training schedules are typically during the day, Monday-Friday. We offer a competitive compensation and benefits package. Some of our benefits include medical/dental/vision, education reimbursement, retirement savings plans, life and disability insurance, paid time off, opportunities to volunteer and give back to the local community and more!

Responsibilities

• Displays a positive attitude with the ability and desire to learn and a passion for customer service
• Responds positively and professionally to all customer inquiries received via telephone, mail, and e-mail.
• Ensures a first contact resolution experience for every customer contact.
• Analyzes cause of high bill complaints and efficiently resolves customer questions and concerns.
• Processes start and stop service requests and transfer of billing responsibility accurately.
• Analyzes and investigates discrepancies in customer accounts and investigates potential errors in meter reading and billing.
• Corrects errors in a timely manner and effectively communicates to the customer to ensure customer satisfaction.
• Supports company goals, initiatives, and mission.
• Participates in overtime and holiday coverage as needed.
• Participates in storm/outage events as well as standby duty when called upon.
• Processes electrical emergency and outage calls and provides the customer with accurate information related to their location.
• Arrives to work on time and adheres to a schedule
• Builds genuine connections with your customers and being a great ambassador for the Eversource Energy brand all while listening to the customer anticipating their needs and offering solutions
• Handles customer’s needs with integrity and empathy in one transaction
• Navigates and maneuvers through multiple computer applications and screens simultaneously, i.e. program offerings, computer tools, process changes
• Adapts to a fast-paced environment as well as constant change
• Being an engaged customer advocate
• Being your best, on purpose, every time

Requirements

• High school diploma or equivalent required.
• At least 1 year of previous experience helping customers in any capacity/line of work.
• Candidates with College degrees who do not have customer-related experience are encouraged to apply!
• The ability to speak Spanish is a plus.
• Must pass pre-employment skills testing and background check and drug screening
• Excellent verbal and written communication skills, interpersonal skills, decision making skills, analytical skills.
• One (1) year of related Contact Center of Customer Service experience (many include hospitality, retail, etc.) either by phone or face to face

Nice-to-haves

• The ability to speak Spanish is a plus.

Benefits

• medical/dental/vision
• education reimbursement
• retirement savings plans
• life and disability insurance
• paid time off
• opportunities to volunteer and give back to the local community