Experienced Remote Account Support Representative – Delivering Exceptional Customer Service in the Energy Sector from the Comfort of Your Own Home

Introduction to Eversource Energy

Eversource Energy is a leading energy company dedicated to providing sustainable energy solutions and exceptional customer service. We recognize that our people are our greatest asset, and we foster a collaborative and innovative work environment that encourages employees to express their ideas and contribute to our culture of innovation and collaboration. If you're passionate about making a difference in the energy sector and enjoy helping customers, we invite you to apply for our Remote Account Support Representative position.

Job Overview

As a Remote Account Support Representative, you will play a crucial role in ensuring customer satisfaction by addressing inquiries, providing information about our services, and resolving issues effectively. This part-time position is ideal for individuals who are hardworking, resourceful, and eager to create an impact in a dynamic environment. You will have the opportunity to work from the comfort of your own home, providing top-notch support to our customers and contributing to the success of our company.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries, providing timely and accurate information regarding Eversource Energy's products and services.
• Assist customers with account management-related questions, such as billing issues, service availability, and appointment scheduling.
• Utilize strong persuasive and negotiation skills to resolve customer complaints and achieve satisfactory outcomes, ensuring a positive customer experience.
• Manage customer accounts and maintain accurate records of interactions in the company's CRM system.
• Collaborate with internal departments to escalate complex issues and provide effective solutions while ensuring follow-up.
• Conduct follow-up communications with customers to ensure that all issues are resolved and that customers are satisfied with the service provided.
• Develop and maintain a deep understanding of Eversource Energy's offerings, policies, and procedures to provide comprehensive support to customers.
• Provide feedback on customer interactions and suggest improvements to processes and systems to enhance customer satisfaction.
• Participate in training and development opportunities to sharpen skills and remain informed about industry trends and best practices.
• Uphold Eversource Energy's commitment to excellence by demonstrating a high level of professionalism in all customer interactions.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Minimum of 2 years of experience in a customer service, account support, or similar role.
• Proven track record of delivering exceptional customer service in a remote setting.
• Strong interpersonal and communication skills, with the ability to persuade and negotiate effectively.
• Hardworking mentality with exceptional resourcefulness to resolve issues swiftly.
• Proficient in using CRM and Microsoft Office Suite (Word, Excel, PowerPoint) and comfortable learning new software tools.
• Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced environment.
• Excellent problem-solving skills and attention to detail.
• A proactive approach to improving customer experiences and advocating for clients' needs.
• High school diploma or equivalent required; relevant certifications in customer service or account management are a plus.

Preferred Qualifications

While not required, the following preferred qualifications will make you a more competitive candidate:

• Previous experience in the energy sector or a related field.
• Knowledge of customer service software and technology.
• Experience with data analysis and reporting.
• Bilingual or multilingual skills.
• Relevant certifications in customer service, account management, or a related field.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Communication skills: ability to communicate effectively with customers, colleagues, and management.
• Problem-solving skills: ability to analyze problems and develop effective solutions.
• Time management skills: ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Adaptability: ability to adapt to changing circumstances and priorities.
• Technical skills: proficiency in using CRM and Microsoft Office Suite (Word, Excel, PowerPoint) and comfortable learning new software tools.
• Customer service skills: ability to provide exceptional customer service and resolve customer complaints effectively.

Career Growth Opportunities and Learning Benefits