Contact Center Representative, Level III

Eversource Energy

. Answer customer telephone, mail, e-mail, and other requests, inquiries, and complaints regarding service, billing, and accounting matters .

Posted 9/16/2026full-timeManchester • New Hampshire • United StatesMid-LevelSenior💰 $52,920 - $58,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service capabilities, including effective communication, problem-solving, and analytical skills. Proficient in handling billing inquiries, account management, and emergency response procedures.

Highest-signal resume keywords

Call Center ExperienceCustomer Service SkillsAnalytical SkillsInterpersonal SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Billing ProceduresAccount ManagementError InvestigationData EntryTroubleshootingCredit and Collection ProcessesWeb Transactions AssistanceEmergency Response ProceduresDecision-Making SkillsKeyboarding Skills

Soft Skills

Excellent Interpersonal SkillsExcellent Oral Communication SkillsExcellent Written Communication Skills

Tools & Technologies

Two-Way RadioPC SkillsElectronic Mail

Certifications & Qualifications

High School Diploma or EquivalentDepartment of Transportation Drug/Alcohol Testing Compliance

Industry Keywords

Customer BillingService InitiationDiscrepancy AnalysisLoad Management ProgramsMandatory OvertimeEmergency Restoration Assignments

About the role

Key responsibilities & impact

Answer customer telephone, mail, e-mail, and other requests, inquiries, and complaints regarding service, billing, and accounting matters
Perform outbound calling as required
Work with walk-in customers as necessary
Analyze causes of complaints and resolve customer dissatisfaction
Initiate service on new accounts, reconnections, disconnections, and transfers of billing responsibility
Review customer records, billing and error reports, and returned bills; investigate errors and invalid meter reading and billing conditions; make correcting entries as required
Explain billing methods, rate schedules, bill amounts, account status, and collections procedures
Explain customer payment options
Process trouble and emergency calls and research related inquiries
Explain restructuring billing and customer options
Initiate credit and collection action on delinquent accounts and extend payment within authorized limits
Explain Conservation and Load Management programs
Assist customers with web transactions
Analyze and investigate discrepancies in customer accounts
Work on special projects as assigned
Assist in instructing and training new and less experienced representatives
Support company initiatives and promotions
Participate in mandatory overtime, including holidays and weekends, and on-call standby duty as needed
Call in crews outside normal business hours, dispatch crews via two-way radio, and complete electronic mail logs for these activities
Respond to emergency restoration assignments outside normal responsibilities, work hours, and location when required

Requirements

What you’ll need

High School diploma or equivalent
Minimum of three (3) years of related Call Center experience
Excellent interpersonal skills
Excellent oral and written communication skills
Thorough knowledge of customer-related procedures and policies
Excellent PC skills, including mouse navigation
Excellent keyboarding skills
Excellent analytical skills
Excellent decision-making skills
Must be available to work emergency restoration assignments as required
Must be available to travel between MA/CT/NH as necessary
Subject to Department of Transportation drug/alcohol testing regulations (CFR 49, Part 199)
Applicants requiring immigration-related visa sponsorship to start employment with Eversource will not be considered
Must be able to participate in mandatory overtime, including holidays and weekends, and on-call standby duty as needed

Benefits

Comp & perks

Potential incentive
Competitive total rewards program
Emergency restoration assignment compensation may apply