Billing Customer Service Center 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.

Individual will perform a variety of assignments associated with customer billing, such as adjustments, order entry, error processing, and the initiation of field investigations. The role requires making and receiving customer calls related to billing issues, working under moderate supervision, and exercising judgment within a defined framework.

• Coordinate work among team representatives and manage overall team support.
• Conduct day‑to‑day performance reviews, coaching, motivating, and training of representatives.
• Act as the subject‑matter expert on customer service operations, systems, tools, and applications for call center, billing, and credit collections functions.
• Serve as the “go to” person for business partners and customer solutions.
• Participate in special projects, special interest teams, and training of new representatives.
• Assist supervisors with administrative tasks, including approvals.
• Handle escalated calls and resolve sensitive customer contacts when a supervisor is absent.
• Review and approve financial transactions within billing systems, including payroll, vacation, and schedule changes.
• Observe and assess employee performance, providing input for annual performance reviews.
• Provide coaching and mentoring to enhance representatives’ confidence and performance.
• Assist in scheduling, coordinating, and reviewing work of assigned employees.
• Develop relationships internally and externally to overcome obstacles and support team goals.

• High school diploma or equivalent; two years of related experience required.
• Excellent interpersonal, oral, and written communication skills.
• Strong PC skills, including mouse navigation and keyboarding.
• Analytical, decision‑making, and organizational skills.
• Flexibility, dependability, reliability, and the ability to work in a team environment.
• Ability to work with minimal supervision and multitask in a structured, monitored environment.
• Knowledge of customer billing procedures, policies, and related systems.
• Proficiency in typing and basic computer applications (Word, Excel, etc.).
• Experience with customer billing systems preferred.
• Successfully pass the SHL Customer Service Representative test.

• Frequently sit, stand, talk, and hear; occasionally walk and use hands and fingers to operate controls.
• Occasionally lift or move up to 25 pounds.
• Work environment is moderately quiet.

Eversource offers a competitive total rewards program. Salary is commensurate with experience and the position is eligible for a potential incentive. The annual salary range for this position is: $48,590.00–$53,990.00.

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.

Eversource Energy is an Equal Opportunity and affirmative action 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.