Call Center Specialist
Marketing Intake Coordinator, Gas
Location
Westborough MA or Berlin CT
Position requires 2 days in the office for the first three months and then has the option
to be 100% remote.
Candidate MUST be comfortable with talking on the phone, 100-200 calls a day.
Please send your resume to amber.roberts@ for immediate consideration.
Job Description Summary
Respond to telephone, email, and website inquiries from prospective residential and small to
mid-size commercial natural gas customers both over the phone and in writing. Resolve
inquiries related to natural gas installation, routing them to the responsible party. Help guide and
educate customers about the gas conversion process and inform them of the benefits of natural
gas. Provide an engaging and excellent customer service experience on every contact,
displaying professionalism, a willingness to help and a positive attitude. Use technology
including Salesforce and multiple mapping and customer billing systems to qualify and assist
prospective and current customers. Provide customers with the appropriate contact information
for follow-up. Support the development of proactive action plans to reach consensus on
customer issues. Working closely with the sales organization, this position is the first point of
contact with the company for prospective customers, playing a key role in growing revenue and
achieving customer satisfaction.
Essential Functions
Responsible for inquiries related to natural gas conversions of non-customers on
main, low-use customers, new construction, load addition and main extension
projects. Inquiries originate from customers/ prospective customers located within the
service territory of Eversource's three natural gas businesses and are addressed
based on the processes/procedures unique to the appropriate area.
o Answers questions on the availability, benefits, application, pricing options and
service installation procedures for natural gas.
o Establishes rapport with prospective and current customers in a limited time
frame.
o Enter leads into Salesforce with a high degree of accuracy and attention to
detail.
o Route leads and inquiries to the appropriate sales representative.
o Explains the refundable deposit and Contribution in Aid of Construction
process clearly and when applicable.
o Promotes current marketing campaigns.
o Asks probing questions to clarify and understand the customer's issues to
achieve first call resolution.
Handles compliance-related calls, assisting customers with installing gas heating
equipment.
De-escalates customer complaints and/or frustrations by providing reassurance
that their concerns will be addressed.
Qualifications
The incumbent should possess knowledge of residential and commercial
customers, residential sub-divisions, industry and economic trends, market
segments and customer support strategies.
Knowledge of end-use equipment, energy alternatives including fuel
comparisons, installation of natural gas facilities and energy efficiency programs
and services.
Experience with Salesforce or other CRM systems, GIS mapping and customer
billing systems is preferred.
Working knowledge of the energy efficiency programs in both Connecticut and
Massachusetts, including financing options and rebates.
Education
High School degree
Associate degree in Business, Marketing, or related discipline
preferred
Experience
Four plus years of related experience, preferably in account management,
customer service, sales or related areas is required.
Please send your resume to amber.roberts@ for immediate consideration.