Customer Solutions Manager Jobs in Massachusetts

Eversource will not offer immigration-related sponsorship for this position (e.g., H-1B, O-1, J-1, TN, E-3, etc.). Applicants requiring visa sponsorship to start employment with Eversource will not be considered.

Role and Scope of Position:
This position oversees and coordinates the activities related to the support and service provided to mid-account and residential gas customers. Services provided include the development of stronger customer relationships, timely installation of new or upgraded utility service, load and revenue estimates, oversight of customer policy and service quality issues, and the coordination of billing issues and other customer inquiries. This position sets the priorities for the team to ensure tasks are completed on time, within budget and in compliance with Company policies, work practices and regulatory standards.

Essential Functions:

• Supervises, coordinates and provides leadership to Gas Sales Representatives and other assigned staff engaged in the delivery of programs, products and services to mid-account and residential gas customers.
• Ensures Company policies and procedures regarding pipe extensions, rate terms and conditions, load and revenue estimation, supplier terms and conditions are properly communicated and implemented.
• Participates in cross-functional teams designed to improve customer service, operational efficiency and profitable revenue growth.
• Works cross-functionally to improve all dealers, residential and M&J gas sales customer service activities which includes new customer connections, corporate positioning, customer service, demand side management (DSM) and other value-added services.
• Evaluates, develops and recommends changes in methods, procedures and work practices and oversees implementation upon approval.
• Ensures assigned team understands work practices, procedures, rules and regulations as well as Corporate policies.
• Trains team on work methods and measures and secures additional training necessary to ensure team members are fully competent in all aspects of their jobs.
• Interviews and recommends candidates for employment, advancement and termination.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill:

• Requires a fundamental understanding of customer operations, support and administrative activities. Also requires technical knowledge of gas distribution systems and work practices, and a working knowledge of the labor contracts. Requires communication, interpersonal, conflict resolution and teamwork skills. Ability to use PC desktop applications (e.g., Microsoft Word, Excel and Power Point).

Education:

Bachelor’s degree in Marketing, Business Administration, related discipline or equivalent experience.

Experience:

Minimum of five (5) years in marketing, sales, sales support or general business management. Gas experience preferred.

Licenses & Certifications:

• Valid Drivers license is required

Working Conditions:

• Must be available to work emergency restoration assignment as required.
• Must be available to travel between MA/CT/NH as necessary.
• Work is performed primarily in an office environment which requires standing, sitting, walking, climbing stairs, writing, typing and communicating. Job can require visits to customer sites which may include driving.

Mental Aspects:

• Work includes presenting, evaluating, interpreting, organizing, analyzing and oversight. This role works in an environment that often requires the performance of multiple simultaneous activities, where deadlines need to be met and work is performed under pressure while involving important business commitments and results.

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Competencies:

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

Compensation and Benefits:

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:

$135,660.00-$150,730.00

Worker Type:

Regular

Number of Openings:

1

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.

EEO Statement:

Eversource Energy is an Equal Opportunity 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.

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