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:
Respond to telephone, email, and website inquiries from prospective residential and small to mid-size commercial natural gas customers both over the phone and in writing. Resolve inquiries related to natural gas installation, routing them to the responsible party. Help guide and educate customers about the gas conversion process and inform them of the benefits of natural gas. Provide an engaging and excellent customer service experience on every contact, displaying professionalism, a willingness to help and a positive attitude.
Use technology including Salesforce and multiple mapping and customer billing systems to qualify and assist prospective and current customers. Provide customers with the appropriate contact information for follow-up. Support the development of proactive action plans to reach consensus on customer issues. Working closely with the sales organization, this position is the first point of contact with the company for prospective customers, playing a key role in growing revenue and achieving customer satisfaction. Essential Functions:
Responsible for inquiries related to natural gas conversions of non-customers on main, low-use customers, new construction, load addition and main extension projects. Inquiries originate from customers/ prospective customers located within the service territory of Eversource’s three natural gas businesses and are addressed based on the processes/procedures unique to the appropriate area. Answers questions on the availability, benefits, application, pricing options and service installation procedures for natural gas.
Establishes rapport with prospective and current customers in a limited time frame.
Enter leads into Salesforce with a high degree of accuracy and attention to detail.
Route leads and inquiries to the appropriate sales representative.
Explains the refundable deposit and Contribution in Aid of Construction process clearly and when applicable.
Promotes current marketing campaigns.
Asks probing questions to clarify and understand the customer’s issues to achieve first call resolution.
Handles compliance-related calls, assisting customers with installing gas heating equipment.
De-escalates customer complaints and/or frustrations by providing reassurance that their concerns will be addressed.
Anticipates situations and takes/recommends appropriate action.
Provides Marketing with information on lead source and feedback on campaigns.
Works collaboratively within the team and throughout the organization.
Contributes to special projects as required.
Adheres to the team’s schedule to ensure the proper phone coverage.
Represents the Company on every interaction.
Technical Knowledge/Skill/Education/Licenses/Certifications:
Technical Knowledge/Skill:
The incumbent should possess knowledge of residential and commercial customers, residential sub-divisions, industry and economic trends, market segments and customer support strategies.
Knowledge of end-use equipment, energy alternatives including fuel comparisons, installation of natural gas facilities and energy efficiency programs and services.
Experience with Salesforce or other CRM systems, GIS mapping and customer billing systems is preferred.
Working knowledge of the energy efficiency programs in both Connecticut and Massachusetts, including financing options and rebates.
Education:
High School degree
Associate degree in Business, Marketing, or related discipline preferred
Experience :
Four plus years of related experience, preferably in account management, customer service, sales or related areas is required.
Licenses & Certifications:
N/A
Working Conditions:
Must be available to work emergency restoration assignment as required.
Must be available to travel between MA and CT as necessary.
This is a Safety Sensitive position and subject to random drug testing.
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
