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Eversource Energy Team Lead, Billing & Customer Experience (Hybrid) in Westwood, Massachusetts

Responsible for assignment and coordination of work among team representatives and overall Team Support. Team Lead performs day-to-day work performance review, motivating, training, problem-solving of team representatives and provides input to supervisors regarding representatives’ performance. Subject matter expert on customer service operations in support of call center, billing, and credit collections functions. Subject matter expert on customer service systems, tools, and applications. Serves as the “go to” person for business partners and customer solutions. Will participate in special projects, and aid in training new representatives. Assists Supervisors with administrative work, including approvals.

This is a hybrid role. The first three months are fulltime in the office.

Essential Functions

  • Supports the performance and effectiveness of a team of Customer Center Representatives engaged in a variety of customer service, billing, or credit related activities. MDM.
  • 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 systems. As well as payroll, vacation and schedule changes as well as provide absences to leadership.
  • 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 tasks for work for both regular 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 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.
  • Review’s customer information, MDM, billing, and credit transactions for accuracy within established company guidelines.
  • Helps maximize achievement of team performance goals.
  • Will assume the leadership and management responsibilities of a supervisor in their absence.

Qualifications

Technical Knowledge/Skill:

  • 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. Will be Is trusted and credible. Demonstrates strong interpersonal and communication skills including effective active listening, empathy and ability to interact well with both employees and difficult demanding 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 maintain 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 various computer systems and changing reviewing and revising 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

Education:

  • High school diploma with specialization in business courses or the equivalent.
  • Associate’s degree desirable.

Experience :

  • Seven (7) plus years of customer service experience.

Compensation and Benefits:

  • Eversource offers a competitive total rewards program. The annual salary range for this position is $74,000 - $85,000 plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of benefits.

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Worker Type:

Regular

Number of Openings:

1

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

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.

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