Representative, Contact Center III, Billing (Hybrid Schedule)

Role and Scope of Position:

Individual will perform a variety of assignments associated with customer billing, such as adjustments, order entry, error processing, and the initiation of field investigations. Individual will be expected to make and to receive customer calls relating to billing issues. Will work under moderate supervision and must exercise some judgment within a framework as established by supervision.

PRIMARY DUTIES - ACCOUNTABILITIES

:

- Excellent interpersonal skills.

- Excellent oral and written communication skills.

- Thorough knowledge of customer related procedures and polic

ies.

- Excellent PC skills, including mouse navigation.

- Excellent keyboarding skills.

- Excellent analytical skills.

- Excellent decision-making skills.

- Excellent organizational skills.

- Flexibility.

- Dependability.

- Reliability.

- Ability to work in a team environme

nt.

- Ability to work with minimal supervision.

- Ability to multitask.

- Ability to function effectively in a highly structured and monitored environment.

•    Support the performance and effectiveness of a team of Customer Center Representatives engaged in a variety of customer service, billing. 

•    Supports peers and customers to ensure a positive customer experience. 

•    Aides in conflict resolution with employees and handles and resolves the more sensitive and difficult customer contacts related to a variety of issues.

•    Reviews and approves financial transactions within the various billing systems. As well as payroll, vacation and schedule changes.

•    Observes and assesses employee performance and provides input to supervisors for use in annual performance reviews.

•    Provides quality assurance, coaching and mentoring of representatives to enhance their ability and confidence.

•    Assists in scheduling, coordinating and reviewing work of assigned employees and assigns all task for both regular and emergency conditions.

•    Develops relationships internal and external to the team to solicit support for and overcome obstacles to the overall purpose and goals of the group.

•    Participates in special assignments (individual and team) to analyze problems and develop options and solutions and may be assigned to projects as necessary.

•    Supports Representatives in meeting their customer experience productivity target.

•    Will provide prompt, courteous and accurate responses to inquiries on various customer-related matters as well as field, corporate and regulatory inquiries.

•    Reviews customer information, billing and credit transactions for accuracy within established company guidelines.

•    Help maximize achievement of team performance goals.

- Will assume the leadership and management responsibilities of a supervisor in their absence. Support the performance and effectiveness of a team of Customer Center Representatives engaged in a variety of customer service, billing, or credit related activities.

- Supports peers and customers to ensure a positive customer experience.

- In addition to performing the duties of a Customer Service Representative IV, will resolve escalated calls (in the absence of a Supervisor) and personally handle and resolve the more sensitive and difficult customer contacts related to a variety of issues.

- Reviews and approves financial transactions within the various billing systems.

- Observes and assesses employee performance, and performance and provides input to supervisors for use in annual performance reviews.

- Provides quality assurance, coaching and mentoring of representatives to enhance their ability and confidence in assuming call ownership when dealing with customers using positive and constructive reinforcement.

- Assists in scheduling, coordinating and reviewing work of assigned employees and assigns work for both normal and emergency conditions.

- Develops relationships internal and external to the team to solicit support for and overcome obstacles to the overall purpose and goals of the group.

- Participates in special assignments (individual and team) to analyze problems and develop options and solutions and may be assigned to SWAT teams as necessary.

- Supports Representatives in meeting their customer experience metrics and goals.

- Provides prompt, courteous and accurate responses to inquiries on various customer-related matters as well as field, corporate and regulatory inquiries.

- Reviews customer information, billing and credit transactions for accuracy within established company guidelines.

- Help maximize achievement of team performance goals.

- Assumes the leadership and management responsibilities of a supervisor in their absence.

EXPERIENCE, SKILLS, AND ABILITIES

:

Education and Experience:

A high school diplo

ma or the equivalent and two years of related experience is

required.  Effective

communication skills and the ability to communicate in a concise and effective manner is also required.  The individual must be able to follow processes and work on their own.

Responding

to customer calls outside of regularly scheduled hours in emergency situations is required.  Proficiency in typing and basic computer applications (Word, Excel, etc.) is required.  Experience with the customer billing system is preferred.  App

licants will be required to successfully pass the SHL Customer Service Representative test.

Education:

  High school diploma with specialization in business courses or the equivalent.  Associates degree desirable.

Experience:

 Five years of customer service Group experience.  Two years of prior experience in the Eversource Customer Service Center is desired.

Knowledge/Skill:

 

1.    Ability to lead by example in day-to-day work and toward performance goals.

2.

Brings

a positive, proactive, customer-focused attitude and seeks ways to achieve company objectives. 

3.    Ability to establish instant rapport with others.  Will be trusted and credible.  Demonstrates strong interpersonal and communication skills including active listening, empathy and ability to interact well with both employees and demanding customers during situations requiring tact and persuasion.

4.    Has a proactive, action-oriented, “can do” approach, likes to make things happen, and keeps colleagues informed of progress as appropriate. 

5.    Ability to work with and maintain a positive, supportive attitude towards the Company, job, customers, and co-workers. 

6.    Demonstrates intellectual curiosity and a willingness to try new ideas to improve the business.  Ability to identify and analyze problems quickly, develop options and

solutions—independently

and as part of a team, often without close supervision. 

7.    Ability to make decisions effectively and appropriately while encouraging employees to make appropriate and flexible decisions to ensure exceptional customer service.

8.    Ability to handle multiple tasks with frequent interruptions and changing priorities.  Ability to deal with a heavy workload, various computer systems and revising policies and procedures.

9.    Thorough knowledge of the assigned Customer Experience Center activities, policies, and procedures, including customer billing, service plans, credit and collections, and company programs and services.

10.   

Demonstrated knowledge of utility regulations, statues, and practices.

11.   

Focuses on improving the customer experience.

12.   

Flexible and willing to be rotated among departments as needed.

13.   

Strong written and verbal communication skills.  Ability to speak other languages is desirable Ability to lead by example in day- to-day work and toward performance goals. Brings a positive, proactive, customer-focused attitude and seeks ways to achieve company objectives.   Ability to establish instant rapport with others.  Is trusted and credible.  Demonstrates strong interpersonal and communication skills including effective listening, empathy and ability to interact well with both employees and difficult customers during situations requiring tact and persuasion. Has a proactive, action-oriented, “can do” approach, likes to make things happen, and keeps colleagues informed of progress as appropriate.  Ability to work with and keep a positive, supportive attitude towards the Company, job, customers and co-workers.  Demonstrates intellectual curiosity and a willingness to try new ideas to improve the business.  Ability to identify and analyze problems quickly, develop options and

solutions—independently

and as part of a team, often without close supervision.  Ability to make decisions effectively and appropriately while encouraging employees to make appropriate and flexible decisions to ensure exceptional customer service. Ability to handle multiple tasks with frequent interruptions and changing priorities.  Ability to deal with a heavy workload, multiple computer systems and changing policies and procedures. Thorough knowledge of the assigned Customer Experience Center activities, policies and procedures, including customer billing, service plans, credit and collections, and company programs and services. Demonstrated knowledge of utility regulations, statues and practices.  Focuses on improving the customer experience. Flexible and willing to be rotated among departments as needed.

Strong written and verbal communication skills.  Ability to speak other languages is desirable. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT

:

They physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- While performing the duties of this job, the employee is frequently required to sit, stand, talk, and hear.  The employee is

occasionally

required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms.

- The employee must occasionally lift and or move up to

25 pounds

.  Specific vision abilities required by this job include close vision and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- The noise level in the work environment is usually

moderately quiet

.

This job

description

is not intended to be

construed

as an exhaustive list of accountabil

ities, technical skills or key competencies.

*The above statements are intended to describe the nature and level of work being performed by personnel assigned to this

classification.  The job description is not intended to be construed as an exhaustive list of accountabilities, technical skills, or key competencies.*

#custajd

Competencies:

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

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:

$51,380.00-$57,090.00

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.

VEVRRA Federal Contractor