Marketing Intake Coordinator, Customer Thermal Solutions

Eversource Energy; Berlin (CT); On-site; USD 61,000 - 67,000; Full time

Job summary

Eversource Energy is seeking a Customer Service/Sales Support professional in the Connecticut/Massachusetts service area. The role involves responding to inquiries from residential and small commercial gas customers, guiding them through conversions and installations, and using Salesforce for lead management.

Applicants should have strong experience in customer service or account management, with knowledge of energy programs and CRM systems.

Qualifications

• Four plus years of related experience, preferably in account management, customer service, sales or related areas.
• High School degree; Associate degree preferred.
• Knowledge of residential and commercial customers, energy programs, and CRM systems.

Responsibilities

• Respond to inquiries from prospective and current customers about natural gas conversions and service installation procedures.
• Enter leads into Salesforce with accuracy and routing to the correct sales representative.
• Route inquiries to the appropriate sales contact and promote current marketing campaigns.
• Assist customers with connecting gas heating equipment and explain deposits and construction costs as applicable.
• De-escalate complaints, provide reassurance, and ensure first-call resolution where possible.
• Collaborate across teams and contribute to special projects as required.

Skills

Customer service

Account management

Sales

Education

High School degree

Associate degree in Business, Marketing, or related discipline

Tools

Salesforce

GIS mapping

Billing systems

Job description

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

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:
$60,660.00-$67,400.00

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