Representative, Contact Center II (Performance Based Remote)

Eversource is New England's largest energy delivery company, serving over 4 million electric and natural gas customers across Connecticut, Massachusetts, and New Hampshire. Dedicated to excellence, Eversource employs more than 10,000 passionate and engaged team members committed to delivering a superior customer experience while supporting their communities and the environment. With a strong focus on safety, quality, and innovation, Eversource offers diverse opportunities across customer service, skilled trades, corporate roles, and technical groups, fostering career growth in a fast-evolving energy landscape.

The Entry Level Customer Service Representative (CSR) role within the Contact Center is a pivotal position that directly impacts the customer experience. This role involves receiving and responding to inquiries and complaints from customers via telephone, mail, and email. The successful candidate will work in a dynamic, 24/7 contact center environment with options for a performance-based Work from Home program based in Manchester, NH. This role offers both full-time regular employment and a competitive salary range between $50,050.00 and $55,610.00 per year, with potential incentives.

As a CSR, you will be the first point of contact for customers, handling inbound calls related to billing, service requests, and outage information. Your ability to listen and respond with empathy while providing accurate and timely solutions is fundamental to maintaining Eversource’s standard of customer care. You will analyze billing issues, process requests for service start and stops, investigate account discrepancies, and guide customers through emergency outage updates when necessary. This role requires excellent communication skills, resilience in managing a fast-paced and constantly changing environment, and a commitment to teamwork and collaboration.

Eversource's Contact Center is committed to offering a positive and supportive workplace. While primarily a remote role, occasional in-office presence is required. Candidates must live within reasonable driving distance to Manchester, NH to support on-site responsibilities and emergency response needs. The position is safety-sensitive, subject to PHMSA federally regulated drug testing programs including random testing, ensuring the highest standards of safety compliance.

The company provides comprehensive onboarding and continuous training to equip representatives with all necessary tools and knowledge. Work schedules vary, including day, night, overnight, weekend shifts, and opportunities for overtime, particularly during emergency restoration following weather events or other major incidents.

Eversource offers a robust benefits package that includes medical, dental, and vision insurance, educational reimbursement options, retirement savings plans, life and disability insurance, paid time off, and community involvement opportunities. Working at Eversource means being part of a culture where energy brings people together to create a brighter, more sustainable future. Join Eversource to make a meaningful impact in an essential industry focused on customer service excellence and community support.