Representative, Contact Center III, Credit and Collections, (Hybrid)

Eversource will not offer immigration-related sponsorship for this position (e.g., H-1B, O-1, J-1, TN, E-3, etc.).  Applicants requiring visa sponsorship to start employment with Eversource will not be considered.

Role and Scope of Position:

Receives and responds to telephone, mail, and e-mail inquiries from internal and external customers regarding a wide variety of matters including but not limited to: billing (old and new), service requests (moving in and out), deregulation, payment arrangements (short term and long term), security deposits, new service installation (CRS), meter readings, power interruptions, claims, electronic payments and billing, determining and coding accounts as hardship, bankruptcies, legal accounts, and more.

Successful candidates will respond to incoming telephone, email, mail, and 3rd party collections inquiries and other duties as assigned.  

Successful candidates will be responsible for; communicating with the public, and external collection attorneys on a wide variety of subjects, including service applications, service interruptions, bankruptcy, identity theft, legal collections, and other credit & collections related matters.  

Initiate outbound collection calls to delinquent customers and actively collect on delinquent accounts.

Candidates must possess excellent communication and interpersonal skills, be team oriented, and enjoy working in fast paced environment.

Responding to customer calls outside regular hours in emergency situations and for planned overtime is required.  

Individuals must also have the ability to work under a stressful and structured environment.

Qualifications:

• A high school diploma or the equivalent (GED) is required. 

• Three and one-half years experience in a Call Center environment for Level III.

• Minimum of three  years of customer service related experience is required

• Intermediate Microsoft Word and Excel skills, required.

• Applicant is required to have working knowledge of the C2 and CACS systems. 
• Familiarity with credit & collections practices and procedure is a plus.

• The selected candidates must be able to work Monday through Friday, 8:00 a.m. - 4:30 p.m. Responding to customer calls outside of regularly scheduled hours in emergency situations is required. 

• The ability to speak multiple languages is a plus.
•  Must pass pre-employment skills testing unless
• Qualified candidates must submit a resume with their application.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill: 

• Excellent interpersonal skills.
• Excellent oral and written communication skills.
• Thorough knowledge of customer related procedures and policies.
• Excellent PC skills.
• Excellent analytical skills.
• Excellent decision-making skills.

Licenses & Certifications:  

• None

Working Conditions:

• Must be available to work emergency restoration assignment as required.
• Must be available to travel between MA/CT/NH as necessary.
• Hours: 8:00am - 4:30pm

Mental Aspects:

• N/A

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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:

$52,920.00-$58,800.00

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 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