Technician C, Electric Service Support Center (SW)

Eversource Energy; East Berlin (CT); On-site; USD 62,000 - 69,000; Full time

Job summary

Eversource Energy in Connecticut seeks a Customer Service Support Specialist to handle high-volume electric service requests from residential and commercial customers.

You will receive requests via phone, web, email, and fax, ensure complete information, and coordinate with contractors and municipal officials while maintaining policies and delivering superior service.

Travel between MA/CT/NH may be required; emergency restoration assignments are possible, with emphasis on accuracy and timeliness.

Qualifications

• High School diploma or equivalent.
• Two years of related education/training or experience.
• Valid motor vehicle operator's license.
• Excellent interpersonal and written/oral communication skills.
• Ability to interpret policies and provide customer service.

Responsibilities

• Obtain information for design/construction of service requests.
• Serve as primary contact for customer, contractor, municipal officials.
• Provide upfront cost estimates.
• Process inspections, prepayments, and contributions.
• Handle non-design job types from initiation to completion.
• Coordinate with Engineering, Electric Operations, Billing, and Remittance Services.
• Update work requests with field notes, customer appointments, and progress.
• Respond to emergency restoration assignments as required.

Skills

Customer service

Communication

Team oriented

Organization

Prioritization

Education

High School diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

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:

This position works as part of the Electric Service Support Center team responsible for the high volume of incoming calls and correspondence from its customers; with quality, timeliness, and efficiency.

Customer requests may include but are not limited to new installs, upgrades, and removal of electric service; for both residential and commercial customers.

Individual will receive and process incoming customer requests for service over the telephone, web, email, and facsimile, and will ensure all work requests are in usable form; i.e., complete customer information, contractor information, work request primary point(s) of contact, and description of work.

Interpreting and implementing numerous policies and procedures and providing superior customer service is a must to meet the job requirements.

Essential Functions:

• Obtains information relevant to the design and construction of the service request and responding to questions from the customer; including but not limited to technical requirements for electric service connections, schedule dates, inspection requirements, and licensing and easement requirements.
• Serves as the primary point of contact and advocate for the customer, contractor, and/or municipal official(s).
• Provides applicable upfront cost estimates.
• Processes electrical inspections, prepayments, and contributions in aid of construction from its customers.
• Handles certain non-design job types; from customer initiation to completion.
• Interacts with Eversource employees across the organization; including but not limited to Engineering, Electric Operations, Customer Billing Services, and Remittance Services.
• Supports Engineering, Electric Operations and other areas as necessary with updating work requests with field notes, customer appointments, and work request progress.
• Works an emergency storm assignment as required.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill:

• Ability to perform a variety of tasks requiring initiative, sound judgment, organization, and prioritization is required.
• Computer experience including Microsoft Word and Excel is required.
• Knowledge of the National Electric Safety Code is preferred.
• Utility and/or electrical experience is preferred.
• Electrical License; Journeyman or Master Electrician is desired.
• Storms Work Management System (including i-Scheduler) experience is desired.
• C2 experience is desired.
• Applicants will be required to successfully pass the Technician aptitude test.
• Excellent interpersonal and oral and written communication skills
• Must be team oriented

Education:

• High School diploma or equivalent required.

Experience:

• Two (2) years of combined related education/training and/or related experience.

Licenses & Certifications:

• Individual must hold a valid motor vehicle operator’s license

Working Conditions:

• Must be available to work emergency restoration assignment as required.
• Must be available to travel between MA/CT/NH as necessary.

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:

$61,650.00-$68,500.00

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