Customer Resolutions Specialist

• Delivers high quality service to Eversource customers
• Delivers consistent extraordinary resolution and support for high-touch customer care situations
• Handles escalated calls from customers, often involving complex and challenging situations
• Answers internal and external customer requests, inquiries, and complaints regarding service, billing and accounting matters
• Conducts frequent follow up throughout the issue resolution process
• Provides direction and guidance to lead customers to self-service tools
• Initiates service on new accounts, reconnections and disconnections, and transfer of billing responsibility
• Reviews customer records, billing and error reports and returned bills
• Works collaboratively with Leadership to analyze escalation trends
• Achieves and exceeds all individual and department key performance targets
• Complies with regulations, Company policies
• Works various schedules in a 24x7 contact center environment
• Participates in mandatory overtime, including holidays and weekends, as needed

• Minimum of six (6) years in a contact center environment
• One (1) year of prior experience in the Eversource Customer Service Center is required
• A High School Diploma is required
• Thorough knowledge of Call Center applications to include C2/CACS
• Understanding of IVR prompts, self-service options and the Eversource Website
• Well versed with Residential, Business and Credit Customer Service policies and procedures
• Microsoft Office proficiency, including Word, Excel, PowerPoint, and Outlook
• Requires advanced verbal, written, interpersonal, and negotiating skills

The ability to speak multiple languages is a plus

Option to participate in a performance-based Work from Home program