Representative – Contact Center II
| Company | Eversource Energy |
|---|---|
| Location | Manchester, NH, USA |
| Salary | $48590 – $53990 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- High school diploma or equivalent required.
- At least 1 year of previous experience helping customers in any capacity/line of work.
- Must pass pre-employment skills testing and background check and drug screening.
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.
Preferred Qualifications
- The ability to speak Spanish is a plus.
- Candidates with College degrees who do not have customer-related experience are encouraged to apply!