Supervisor-Field Collections

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.

In this role you will be responsible for ensuring the accurate and timely completion of field service shut-off activities of delinquent accounts. Also responsible for timely completion of field activities in response to billing investigations, including meter alives, unauthorized and zero use, crossed meters and sanitary code violations. Schedules field investigations of Revenue Protection and Legal Collections inquiries and projects. Responsible for the supervision of assigned staff. Additionally, this position ensures the timely and effective communication of results back to initiating department or process.

You will also, plan, schedule, coordinate and supervise meter reading activities in an assigned area or state. Provide guidance, training and development of meter reading personnel to ensure the highest level of customer service. Perform direct supervision of assigned bargaining unit employees. Perform on-call duties as required.

Essential Functions - Field Collections:

• Responsible for scheduling and timely completion of field service shut-off activities of delinquent accounts, including shut-off non-pays (SONPs), warrant activity, landlord notifications, service cuts at the pole/manhole and restoration of service after SONP.
• Schedules field activities in response to billing investigations, including meter alives, unauthorized and zero use, crossed meters and sanitary code violations. Schedules field visits to investigate Revenue Protection and Legal Collections inquiries.
• Identifies and communicates group and individual performance measures and expected performance levels, assesses team/individual performance and realigns performance measures, as appropriate.
• Ensures compliance with regulations and Company policies, changing operating procedures, as necessary.
• Interacts with customers and resolves concerns and complaints, as necessary. Responsible for customer satisfaction with response to field collections and meter investigation requests.
• Develops and supervises staff which includes training, scheduling, interpreting/administering union contracts and conflict resolution.
• Responsible for the safety of assigned personnel including minimizing of lost time injuries, responsible motor vehicle accidents and OSHA recordables/incidents.
• Ensures compliance with all MDTE rules and regulations.

Essential Functions - Meter Reading:

• Plans, schedules and supervises reading of mobile routes and special reads to ensure accurate and timely customer billing. Coordinates with other departments to provide special readings.
• Ensures achievement of annual goals and prudent control of meter reading budget.
• Will assist in the development and implementation of all customer operations policies, procedures and standards pertaining to meter reading processes and systems.
• Ensures the accuracy, integrity and security of all customer information, customer records and company equipment.
• Maintains and tracks performance via reports specific to meter reading activities.
• Initiates prompt resolution of meter reading issues that affect billing. Reviews and analyzes system generated reports for meter reading problems, route status and missed reads.
• Performs and documents field inspections to monitor safety and work performance of meter readers.
• Examines and approves daily time and vehicle sheets; checks for correct completion of assigned work and to make sure proper accounting procedures are used.
• Monitors meter reading route times and implements rerouting of customer accounts to maintain compliance with established company standards and to improve efficiency.
• Coordinates investigations and resolves customer complaints regarding meter reading problems.
• Oversees accident reports and investigations to assure they are done timely, accurately and with appropriate follow up measures.
• Interviews applicants and recommends hiring or transfer. Recommends promotions, demotions and discipline.
• Keeps Manager informed and updated on all important aspects of day-to-day activities as required.

Qualifications:

Technical Knowledge/Skill:

• Requires a working knowledge of Company metering, billing and Credit procedures and policies.
• Strong knowledge of MDTE regulations pertaining to Billing and Credit.
• Ability to use PC desktop applications (e.g., Microsoft Word, Excel and Access).

Education:

• Bachelor’s Degree in Engineering, Business, related discipline or equivalent experience preferred

Experience:

• Five (5) plus years of experience in Customer Service. Supervisory experience in a union environment preferred.

Licenses & Certifications:

• Requires a valid driver’s license

Working Conditions:

• Work is performed primarily in the field and in an office environment which requires sitting, walking, standing, stair climbing, completion of paperwork, using a telephone, working with computers and attending meetings.
• Drives to various job site locations and customer premises to supervise work and review or discuss construction job requirements.
• Subject to shift work including weekends.
• Requires off-hour/on call responsibility on a rotational basis.
• At times, requires working long hours in response to outage situations and shift coverage requirements.

Mental Aspects:

• Work includes organizing designs and coordinating numerous day-to-day diverse activities (e.g., labor issues, customer issues, scheduling, conflicts, planning).
• 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 significant business commitments and results.

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:

Worker Type:

Number of Openings:

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.

VEVRRA Federal Contractor