Representative, Contact Center II

At Eversource, you’ll be working for New England’s largest energy delivery company, serving more than 4 million electric and natural gas customers in Connecticut, Massachusetts, and New Hampshire. Our team of more than 9,000 dedicated, diverse, and engaged employees is passionate about providing a superior customer experience. This is a safety-sensitive position subject to the PHMSA Federally Regulated drug program, including random drug testing.

About the role

As an energy adviser, you will handle inbound interactions from our customers, listen to their needs, and offer solutions to create an exceptional experience. You’ll work independently and as part of a collaborative team in a 24/7 contact center, with a variety of shifts during day, night, overnight, and weekend hours. While most shifts fall between 8am–6:15pm Monday–Friday, after-hours schedules are available. Successful applicants must reside within a reasonable driving distance of our Manchester, NH service territory and may be required to work in the office at times.

This role offers excellent opportunities for overtime, especially during emergency restoration or weather events. Robust training and onboarding are provided, typically during the day, Monday–Friday.

Responsibilities

• Display a positive attitude, passion for customer service, and a desire to learn.
• Respond professionally to all customer inquiries via telephone, mail, and email, ensuring first-contact resolution.
• Analyze and resolve high bill complaints, customer questions, and concerns efficiently.
• Process start/stop service requests and transfer billing responsibility accurately.
• Investigate discrepancies in customer accounts, including potential meter reading or billing errors, and correct them in a timely manner.
• Support company goals, initiatives, and mission.
• Participate in overtime, holiday coverage, storm/outage events, and standby duty as needed.
• Process electrical emergency and outage calls, providing accurate information to customers.
• Adhere to schedules and arrive to work on time.
• Build genuine connections with customers, anticipate their needs, and offer solutions with integrity and empathy.
• Navigate multiple computer applications and screens simultaneously, adapting to process changes in a fast-paced environment.
• Act as an engaged customer advocate, representing the Eversource Energy brand.

Requirements

• High school diploma or equivalent required.
• At least 1 year of previous customer service experience (e.g., hospitality, retail, contact center).
• Ability to pass pre-employment skills testing, background check, and drug screening.
• Must be available for emergency restoration assignments, travel between MA/CT/NH as necessary, and mandatory overtime during inclement weather or major events.
• Must reside within a reasonable driving distance of Manchester, NH.

Qualifications

• Excellent verbal and written communication, interpersonal, decision-making, and analytical skills.
• Ability to speak Spanish is a plus.
• College degree holders without customer-related experience are encouraged to apply.

Benefits

• Medical, dental, and vision coverage.
• Education reimbursement.
• Retirement savings plans.
• Life and disability insurance.
• Paid time off.
• Opportunities to volunteer and give back to the local community.

Pay

Annual salary range: $50,050.00–$55,610.00. This position is eligible for a potential incentive.