Technician B, Electric Service Support Center

Electric Service Support Center Technician B

The Electric Service Support Center Technician plays a critical role in delivering a best-in-class customer experience for predominantly contractors and electricians needing electric service to residential homes and businesses.

Individual will be seated, on the telephone, wearing a headset, using a computer and keyboard all day. This is not a field 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 and are not limited to new installations, upgrades, and removal of electric service.

Individual will receive and process incoming customer requests over the telephone, web and email; and will ensure all requests are in usable form including complete customer information, contractor information, billing information, primary points of contact, and description of work.

The Electric Service Support Center Technician position serves as a key liaison between customers, contractors, municipal officials, and internal operational teams.

This role requires strong attention to detail, the ability to interpret and apply numerous policies and procedures, and a commitment to providing exceptional customer service in a fast-paced team-oriented environment.

Essential Functions

• Gather and verify detailed information related to the design and construction of new or modified electric services, including technical requirements, schedules, inspections, licensing, and easement needs.
• Serve as the primary point of contact and advocate for customers, contractors, and municipal officials throughout the lifecycle of the request.
• Provide upfront cost estimates aligned with established policies and procedures.
• Process electrical inspections, customer prepayments, and contributions in aid of construction.
• Manage select non-design work types from initiation through completion.
• Collaborate with cross-functional teams such as Engineering, Electric Operations, Customer Billing Services, and Remittance Services.
• Update internal systems with field notes, customer appointments, and work progress.
• Participate in emergency storm response assignments as required.

Technical Knowledge, Skills & Qualifications

• Strong team orientation and customer focus required.
• Strong organizational skills with the ability to manage multiple priorities in a high-volume environment required.
• Excellent interpersonal, verbal, and written communication skills are required.
• Successful completion of the Technician aptitude test required.
• Proficiency with Microsoft Word and Excel required.
• Ability to type required.
• Knowledge of the National Electric Safety Code preferred.
• Utility and/or electrical experience preferred.
• Journeyman or Master Electrician license desired.
• Experience with Maximo Work Management System desired.
• C2 and OMNI system experience desired.

Education/Experience

• Associate's degree in electrical technology or the equivalent in combined education and experience plus two years of related electric distribution experience is required for the "B" level.

Licenses & Certifications

• Valid motor vehicle operator's license required.

Working Conditions

• Must be available for emergency restoration assignments as needed.
• Must be able to travel between MA/CT/NH as necessary.

Mental Aspects

• N/A

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:

$68,810.00-$76,450.00

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