Billing Customer Service Representative II

Eversource will not offer immigration‑related sponsorship for this position. Applicants who require immigration sponsorship—either now or in the future—should not apply. This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H‑1B, OPT, STEM OPT, CPT, TN, J‑1, O‑1, etc.).

Individual will perform a variety of assignments associated with customer billing, such as adjustments, order entry, error processing, and the initiation of field investigations. Individual will be expected to make and to receive customer calls relating to billing issues. Will work under moderate supervision and must exercise some judgment within a framework as established by supervision.

• Coordinate assignment of work among team representatives and provide overall Team Support.
• Perform day‑to‑day work performance review, coaching, motivating, training, and problem‑solving of team representatives and provides input to supervisors regarding representatives’ performance.
• Act as a subject‑matter expert on customer service operations in support of call center, billing, and credit collections functions, and on customer service systems, tools, and applications.
• Serve as the “go to” person for business partners and customer solutions.
• Participate in special projects, be assigned to special interest teams, and aid in training new representatives.
• Assist supervisors with administrative work, including approvals.
• Support the performance and effectiveness of a team of Customer Center Representatives engaged in a variety of customer service, billing, or credit related activities.
• Support peers and customers to ensure a positive customer experience.
• Resolve escalated calls and handle sensitive customer contacts in the absence of a supervisor.
• Review and approve financial transactions within various billing systems, payroll, vacation, and schedule changes.
• Observe and assess employee performance and provide input to supervisors for use in annual performance reviews.
• Provide quality assurance, coaching, and mentoring of representatives to enhance their ability and confidence.
• Assist in scheduling, coordinating and reviewing work of assigned employees and assigning all tasks for both regular and emergency conditions.
• Develop relationships internal and external to the team to solicit support for and overcome obstacles to the overall purpose and goals of the group.
• Participate in special assignments (individual and team) to analyze problems and develop options and solutions and may be assigned to projects such as SWAT teams.
• Support representatives in meeting their customer experience metrics and goals.
• Provide prompt, courteous and accurate responses to inquiries on various customer‑related matters as well as field, corporate, and regulatory inquiries.
• Review customer information, billing, and credit transactions for accuracy within established company guidelines.
• Help maximize achievement of team performance goals.
• Assume leadership and management responsibilities of a supervisor in their absence.

• Excellent interpersonal, oral, and written communication skills.
• Proficient PC skills, including mouse and keyboarding.
• Excellent analytical, decision‑making, and organizational skills.
• Flexibility, dependability, and reliability.
• Ability to work in a team environment, with minimal supervision, multitask, and function effectively in a highly structured and monitored environment.

Education and Experience
: A high school diploma or the equivalent and two years of related experience is required. An associate’s degree is desirable. Seven to five years of customer service group experience is desired; two years of prior experience in the NU Customer Service Center is desired.

Required Skills
:

• Effective communication skills and conciseness.
• Ability to follow processes and work independently.
• Ability to respond to customer calls outside of regular hours in emergency situations.
• Proficiency in typing and basic computer…