Associate Customer Service Consultant

Oct 08, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Job Description Summary:

Assists with providing analytical, systems and operational oversight and coordination of the outsourced Bill Print function within the Customer Operations organization. Assists with planning, development and implementation of analytical tasks and assignments, including the monitoring of vendor performance and overall operational effectiveness as well as vendor adherence to established service levels and business requirements. Individual will assist with performing a variety of complex and technically oriented tasks and analyses to evaluate and assess daily and overall vendor Bill Print operations, performance and service levels, including regular assessments of vendor productivity and effectiveness and identifying service level and process improvement opportunities.

Other duties can include assignment and participation on key projects, work teams or committees to support important department / company strategies and initiatives which will entail coordination and communication with various departments and levels within and outside the Bill Print function and Company, including interaction with IT and key vendor business partners.


Assists with planning, developing and implementing a variety of analyses, studies and investigations including cost-benefit analyses, business systems requirements / specifications, test plans and system testing, policies, procedures and so forth. Assist with performing some technical and/or administrative assignments related to the Bill Print functions and Customer Operations organization, including benchmarking / analysis of Key Performance indicators Assists with supporting IT and external vendor business partner IT teams to submit issues and help troubleshoot / resolve system and other operational and / or customer impact issues that surface related to bill print function. Act as a secondary liaison and point of contact representing Bill Print team supporting development of business requirements / specifications for system development projects for new /existing systems. As needed participates on special projects / work teams to assist with implementing key initiatives, strategies and process improvements that identify and recommend solutions to problems that help better serve our customers. Assists in coordination of key projects including ork plans, schedule development and assignments as required. Assists with analysis of proposed or existing methods, policies, procedures, processes and/or technologies related to Customer Operations activities. Provides input to help recommend and follow through on operational, system or procedural improvements including automated processes and applications related to Bill Print operations.

Performs assigned Storm Duty role and responsibilities during major storm / outage emergency events as required as well as support any other catastrophic or business continuity/ disaster recovery situation.



* A Bachelor's Degree in Business Administration, Accounting or Finance or the equivalent education / business / utility experience in related discipline is required.


* A minimum of two years of business / utility related experience is required for the Associate level; a minimum of five years of related business experience is required for the fully qualified level.

Knowledge / Skills / Competencies

* Individual should demonstrate and possess strong competencies and proficiencies in the following areas:

* Strong interpersonal skills including verbal and written communications.

* Customer driven and focused on improving the customer experience

* Strong initiative and desire to successfully achieve department and personal goals

* Strong sense of personal ownership and accountability who fully accepts and understands their role and responsibilities

* Actively participates and helps facilitate teamwork and team effectiveness;

* Critical thinking and acting analytically

* Capable of making sound business decisions that support department and organizational goals and mission;

* Ability to apply knowledge, experience and skills to solve and recommend solutions to problems and respond promptly.

* Acts appropriately and constructively with other co-workers and business partners

* Works well independently and cohesively within a team environment,

* Analytical skills to gather, analyze and interpret complex data and information as well as ability to present conclusions

* Plan, coordinate and execute diverse projects and assignments

* Quickly prioritize, multi-task and work effectively under the pressure of deadlines and time restraints to complete assignments

* Solid understanding of various internal and external payment and bill print processes and payment channels including with vendor partners

* Strong working knowledge and understanding of Customer/ Billing systems (C2, CIS, etc.) that support Payments and Bill Print functions

* Proficient with Customer IS Microsoft Office software applications / products; specifically, WORD, PowerPoint and advanced knowledge in EXCEL is desired. Working knowledge/ understanding of Microsoft Access Query and other data querying software tools are a plus.

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