Eversource Energy

Regulatory Relations Specialist NH (Hybrid)

Manchester, NH

Full-time

About This Job

This position is responsible for establishing an open line of communications with the New Hampshire DOE (Department of Energy) consumer division on all matters relating to Eversource.

Under general direction, responsible for utilizing superior judgement to manage all residential and commercial customer complaints escalated through state regulatory agencies and state elected officials in the Eversource service territory as well as representing Eversource at requested meetings with regulatory staff members and low-income agencies.

This is a hybrid role. The first three months are fulltime in the office.

Essential Functions:

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Negotiates settlements and binding agreements on behalf of Eversource regulated companies on related disputed accounts.

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Represents Eversource regulated companies at requested meetings involving interpretation of regulations, policies or procedures related to various issues.

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Collaborates with other departments within the company to resolve customer concerns, inquiries and problems under tight deadlines.

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Under direction of the Manager, provides training and makes presentations on the customer billing and termination regulations as required.

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Identifies root cause of complaints and makes recommendations to internal departments for resolution.

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Prepares comprehensive monthly and/or quarterly reports to senior management to benchmark against other utilities within the state.

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Supports the Regulatory Officer and/or State Liaison Specialists during storm events.

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Identifies emerging trends in customer complaints and reasons behind them and makes recommendations to manager for resolution.

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Responds to internal and external requests for reports detailing complaints totals, categories, and resolutions, often in support of regulatory proceedings.

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Maintains strong professional relationships with regulatory staff members, boards and commissions that interact with state regulatory bodies.

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Monitors and analyzes the impact emerging or revised regulations will have on Eversource customers.

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Keeps up to date with Company’s Customer Care training, policies, and procedures.

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Maintains knowledge of regulator standards to ensure proper regulatory body adherence.

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Monitors business processes, policies, and procedures to ensure compliance with requirements.

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Provides expertise and guidance in interpreting agency guidelines.

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Handles various aspects of financial responsibility for Neighbor Helping Neighbor such as: monthly bank deposits, preparing financial documents for yearly audit, filing tax extensions, balancing bank statements, preparing the quarterly report for the NHN Treasurer, answering customer Emails, handling accounts payable and accounts receivable, etc.

Qualifications:

Technical Knowledge/Skill:

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Extensive knowledge of state regulatory process and customer service.

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Excellent communication skills, including written oral and public speaking.

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Excellent interpersonal skills.

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Ability to use PC desktop applications (e.g., Microsoft Word and Excel).

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Work includes intensive organizational skills, strategizing, analyzing, coordinating, and implementing.

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Must be very diplomatic and can get along with all levels of management and government officials.

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Understand basic accounting.

Education:

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Bachelor’s degree in communications, Government, Business, related discipline or equivalent experience

Experience:

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Three (3) plus years broad utility experience

Licenses & Certifications:

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None

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Compensation and Benefits:

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:

$90,390.00-$100,430.00

Worker Type:

Regular

Number of Openings:

1 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.

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.