Representative, Contact Center III (Hybrid)

for section headings. Use

• for any list of duties/requirements/benefits, and

  for prose. We need to decide which content goes into lists vs paragraphs. For Responsibilities: list of duties ->

  • each duty. For Requirements: maybe list Education and Experience as
    • . For Skills: list of skills as
      • . For Benefits: maybe just a

        (since it's prose). Could also list benefits but not given. For Pay: maybe

        with salary range and incentive. For Schedule: maybe

        • items. Now we need to ensure we don't repeat job title. Not needed. Now we need to remove boilerplate: EEO statement, immigration sponsorship note, Worker Type, Number of Openings maybe minor metadata; we could fold into a short p or drop. The instruction: "Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

          or drop it." So we could include a short p at end for Worker Type etc, but better to drop as not substantive. We'll drop. Now we need to preserve all substantive information. Let's extract each piece. About the role paragraph: "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." We could also include the first sentence "Role and Scope of Position:" but not needed as heading. Now Responsibilities: list each essential function sentence. Let's copy them: - Answers customer telephone, mail, e-mail, and other requests, inquiries, and complaints regarding service and billing and accounting matters. - Performs outbound calling as required. - Works with walk-in customers as necessary. - Analyzes causes of complaints and resolves customer dissatisfaction. - Initiates service on new accounts, reconnections and disconnections, and transfer of billing responsibility. - Reviews customer records, billing and error reports and returned bills; investigates errors and invalid meter reading and billing conditions and makes correcting entries as required. - Explains billing methods, rate schedules, amounts of bills, status of accounts, and collections procedures. - Explains customer payment options. - Processes trouble and emergency calls; researches inquiries related to trouble and emergency calls. - Explains restructuring billing and customer options. - Initiates credit and collection action on delinquent accounts and extends payment of delinquent accounts within authorized limits. - Explains Conservation and Load Management programs. - Assists customers with web transactions. - Analyzes and investigates discrepancies in customer accounts. - Works on special projects as assigned. - Assists in the instruction and training of new and/or less experienced representatives as required. - Supports company initiatives and promotions. - Participates in mandatory overtime, including holidays and weekends, as needed. This may also include on call standby duty. - Calls in crews outside of normal business hours; dispatches crews via 2-way radio; and competes electronic mail logs for all such activities. (PSNH Levels II, III, & IV Only) Note: The last sentence about PSNH Levels maybe specific; we keep. Now Requirements: Education and Experience. - Education: High School diploma or equivalent - Experience: Minimum of three (3) years of related Call Center experience We could also include "Must be available to work emergency restoration assignment as required. Must be available to travel between MA/CT/NH as necessary." but that's more schedule/working conditions. Qualifications: Licenses & Certifications: None. Since it's none, maybe we skip. Skills: Technical Knowledge/Skill list: - 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. Also competencies list (maybe also skills): - Build trusting relationships - Manage and develop people - Foster teamwork and cross-functional collaboration - Lead change - Communicate strategic vision - Create an engaged workforce - Focus on the customer - Take ownership & accountability We could combine both under Skills. Benefits: "Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs." Pay: "Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is: $52,920.00-$58,800.00" Schedule: maybe include: - Must be available to work emergency restoration assignment as required. - Must be available to travel between MA/CT/NH as necessary. - This position may require taking gas emergency calls and therefore would be covered by the Department of Transportation regulation on drug/alcohol testing (CFR 49, Part 199), and is subject to drug/alcohol testing according to said regulation. - Participates in mandatory overtime, including holidays and weekends, as needed. This may also include on call standby duty. - Calls in crews outside of normal business hours; dispatches crews via 2-way radio; and completes electronic mail logs for all such activities. (PSNH Levels II, III, & IV Only) But note some of these overlap with Responsibilities (mandatory overtime etc). We might avoid duplication. The instruction: "Remove duplicated lines". So we should not duplicate content that appears elsewhere. The mandatory overtime line appears in Responsibilities already. So we should not repeat it in Schedule. Similarly, the emergency restoration assignment appears in Responsibilities? Actually not in essential functions list; it's under Working Conditions. So we can keep it in Schedule. We need to check duplicates: The essential functions list includes "Participates in mandatory overtime, including holidays and weekends, as needed. This may also include on call standby duty." That's a responsibility. So we should not repeat that in Schedule. Also "Calls in crews outside of normal business hours; dispatches crews via 2-way radio; and competes