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About the Role

This role serves as the primary point of contact for prospective residential and small to mid-size commercial natural gas customers, playing a key role in revenue growth and customer satisfaction. You will guide customers through the gas conversion process, educate them on the benefits of natural gas, and provide an excellent customer service experience.

Responsibilities

• Respond to telephone, email, and website inquiries from prospective customers.
• Resolve inquiries related to natural gas installation.
• Guide and educate customers about the gas conversion process and benefits of natural gas.
• Provide an engaging and excellent customer service experience.
• Use technology including Salesforce and multiple mapping and customer billing systems.
• Provide customers with appropriate contact information for follow-up.
• Support the development of proactive action plans to reach consensus on customer issues.
• Handle inquiries related to natural gas conversions, non-customers on main, low-use customers, new construction, load addition, and main extension projects.
• Answer questions on the availability, benefits, application, pricing options, and service installation procedures for natural gas.
• Establish rapport with prospective and current customers.
• Enter leads into Salesforce with accuracy and attention to detail.
• Route leads and inquiries to the appropriate sales representative.
• Explain the refundable deposit and Contribution in Aid of Construction process.
• Promote current marketing campaigns.
• Ask probing questions to clarify and understand customer issues for first call resolution.
• Handle compliance-related calls, assisting customers with installing gas heating equipment.
• De-escalate customer complaints and/or frustrations.
• Anticipate situations and take/recommend appropriate action.
• Provide Marketing with information on lead source and feedback on campaigns.
• Work collaboratively within the team and throughout the organization.
• Contribute to special projects as required.
• Adhere to the team’s schedule to ensure proper phone coverage.
• Represent the Company on every interaction.
• Be available to work emergency restoration assignments.
• Be available to travel between MA and CT as necessary.
• Participate in random drug testing as this is a Safety Sensitive position.

Requirements

• Must be available to work emergency restoration assignment as required.
• Must be available to travel between MA and CT as necessary.
• This is a Safety Sensitive position and subject to random drug testing.
• Eversource will not offer immigration-related sponsorship for this position.
• Applicants requiring visa sponsorship will not be considered.

Skills

• Knowledge of residential and commercial customers, 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 energy efficiency programs in both Connecticut and Massachusetts, including financing options and rebates.
• 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

Location

• MA
• CT

Work Type

• Regular
• Full-time

Experience Level

• Four plus years of related experience, preferably in account management, customer service, sales or related areas is required.

Education Level

• High School degree
• Associate degree in Business, Marketing, or related discipline preferred

Salary/Compensations

• $60,660.00-$67,400.00

Benefits

• Competitive total rewards program
• Overview of benefits programs available on careers site
• Eligible for a potential incentive

About the Company

• Eversource Energy is an Equal Opportunity Employer.
• VEVRRA Federal Contractor

Equal Opportunity

• 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.