Marketing Intake Coordinator, Customer Thermal Solutions

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.

• 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.

• 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:
  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,…