The Customer Experience Supervisor will be responsible for ensuring Eversource residential and commercial customers experience a top tier customer journey when navigating our Energy Efficiency Programs. The newly created Customer Experience team will create and lead the customer journey strategy, providing outstanding customer service. The supervisor ensures compliance with Company and regulatory policies and procedures, while fostering an engaging environment of going above and beyond for our customers. This professional position is responsible for ownership of the customer experience with stakeholders, ensuring timely and accurate updates, identifying areas for business process improvements, and supporting the Eversource Energy Efficiency/Electric Mobility/Active Demand Response department customer interactions, as well as the newly developed Statewide Contact Center.

This is a hybrid role.The first three months are fulltime in the office.

Essential Functions

• Leads a team of Customer Service Consultants in delivering high quality service to Eversource customers, ensuring that every customer is satisfied during every interaction while creating an environment that fosters teamwork and accountability.
• Supports the development of the Customer Experience strategy.
• Handles escalated calls from customers, often involving complex and challenging situations, and resolves them to the customer's satisfaction, while adhering to all company and regulatory policies and procedures.
• Responsible for oversight, management, resolution, and follow up of high priority customer inquiries.
• Works collaboratively with the Customer Experience team to analyze escalation trends, perform root cause analyses, and evaluate customer feedback to improve Customer Satisfaction and First Contact Resolution.
• Collaborates with internal teams or teams to be created including but not limited to a new Massachusetts statewide customer contact center, existing customer resolution teams in all three service states, other support departments that currently support customer experience Internal partners and responsibilities may grow and change over time based on need. Works with other utility partner colleagues, where applicable, to create a seamless customer journey regardless of who the customer's gas or electric service provide may be.
• Monitors inbound call volumes, individual and center performance and quality metrics, and customer feedback to ensure all company key performance indicator goals are met or exceeded.
• Collaborates with marketing and public relations colleagues and partners to assist with urgent customer inquiries.
• Participates in cross-functional project teams that affect customer service process improvement strategies.
• Collaborates with key internal business partners to identify and resolve internal service level agreement issues.
• Participates in emergency/storm restoration events, as necessary.

Qualifications

Technical Knowledge/Skill:

• Brings a positive, proactive, customer-focused attitude and seeks ways to achieve company objectives.
• Ability to establish instant rapport with others and is trusted and credible. Demonstrates strong interpersonal and communication skills including effective listening, empathy, and ability to interact well with both employees and difficult customers during situations requiring tact and persuasion.
• Has a proactive, action-oriented, "can do" approach, likes to make things happen, and keeps colleagues informed of progress as appropriate.
• Ability to make decisions effectively and appropriately while encouraging employees to make appropriate and flexible decisions to ensure exceptional customer service. Ability to handle multiple tasks with frequent interruptions and changing priorities. Ability to deal with a varied workload, multiple computer systems and changing policies and procedures.
• Strong analytical and investigative skills.
• Requires demonstrated presentation, verbal and written communications and interpersonal skills.
• Demonstrates intellectual curiosity and a willingness to try new ideas to improve the business. Ability to identify and analyze problems quickly, develop options and solutions-independently and as part of a team.
• Ability to use Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
• Requires advanced analytical, verbal, written, and interpersonal skills.

Education:

• Requires a bachelor's degree in business, related discipline, or equivalent experience.

Experience:

• Five (5) plus years of related customer service or customer contact center experience with at least two (2) years of leadership or supervisory responsibilities.
• The ability to speak multiple languages is preferred.

Compensation and Benefits:

• Eversource offers a competitive total rewards program. The annual salary range for this position is $122,000 - $136,000 plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of benefits.

JOIN OUR TEAM!

Eversource is recognized as one of the top utilities in the country specializing in energy efficiency solutions for our customers. Our team of energy experts work with residents, businesses, designers, and contractors across New England to advance clean energy solutions. We provide our customers with the expertise necessary to improve comfort, increase business performance, and lower energy costs. We are building the region's premier energy efficiency team and are seeking candidates from diverse backgrounds.

Why Eversource?

Serving more than 3.6 million electric and natural gas customers in Connecticut, Massachusetts, and New Hampshire, and employing a workforce of more than 8,000 New Englanders, Eversource represents one unified company across three states.

Worker Type:

Number of Openings:

EEO Statement

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.

VEVRRA Federal Contractor

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.