Customer Resolutions Specialist

Eversource will not offer immigration-related sponsorship for this position. Applicants who require immigration sponsorship—either now or in the future—should not apply. This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).

This position is responsible for ensuring Eversource customers enjoy a top-tier customer experience. The Customer Resolution Specialist is responsible for the delivery of consistently extraordinary resolution and support for high touch customer care situations presented by Customer Service Representatives (CSRs) in our CT and NH Residential and Business contact centers. This is a Union position.
When customers have questions or suggestions about our company beyond our Customer Service Representatives’ expertise, the team turns to Resolution Specialists for support. Resolution Specialists provide specific information and apply de‑escalating tactics to care for our customers’ accounts, program, service, process and procedural questions and concerns.
Qualified candidate must have an appetite for excellence and the ability to build relationships over the phone using outstanding communication and problem‑solving skills. These individuals comply with Company and regulatory policies and procedures, while going above and beyond for our customers in a 24/7 Contact Center setting. Additionally, a qualified candidate must be quality-focused, and an effective team player motivated to diagnose and resolve elevated customer situations, serving as an effective endpoint for resolution.

• Delivers high quality service to Eversource customers, ensuring that every customer is delighted during every interaction while positively contributing to an environment that fosters teamwork and accountability.
• Delivers consistent extraordinary resolution and support for high‑touch customer care situations presented by Customer Service Representatives (CSRs) in our CT and NH Residential and Business contact centers.
• Handles escalated calls from customers, often involving complex and challenging situations, and resolves them to the customer’s satisfaction, while adhering to all company and regulatory policies and procedures.
• Answers internal and external customer requests, inquiries, and complaints regarding service, billing and accounting matters for Residential and Business customers across our Eversource service territory using our various Customer Information Systems designed to support customer inquiries. Performs outbound calling as required.
• Conducts frequent follow up throughout the issue resolution process. Analyzes causes of complaints and resolves customer dissatisfaction.
• Provides direction and guidance to lead customers to self‑service tools and other reference information available.
• Initiates service on new accounts, reconnections and disconnections, and transfer of billing responsibility. Explains billing methods, rate schedules, amounts of bills, status of accounts and other related procedures. Explains restructuring billing and customer options. Analyzes and investigates discrepancies in customer accounts. Explains customer payment options.
• Reviews customer records, billing and error reports and returned bills; investigates errors and invalid meter reading and billing conditions and makes correcting entries as required.
• Works collaboratively with Leadership to analyze escalation trends, contribute input towards root cause analysis to improve customer First Contact Resolution and Satisfaction.
• Achieves and exceeds all individual and department key performance targets
• Complies with regulations, Company policies and constantly looks for ways to improve business practices and policies to enhance customer satisfaction and loyalty. Participates in departmental efforts and projects, share recommendations for policy and procedural changes that drive continuous improvement and increase customer satisfaction.
• Exercises sound judgment and engages in input that drives our Company…