Technician C, Electric Service Support Center (SW)

Eversource Energy•Berlin, CT

1d•$61,650 - $68,500

About The Position

The Electric Service Support Center Technician plays a critical role in delivering a best‑in‑class customer experience for predominantly contractors and electricians needing electric service to residential homes and businesses. Individual will be seated, on the telephone, wearing a headset, using a computer and keyboard all day. This is not a field position. This position works as part of the Electric Service Support Center team responsible for the high volume of incoming calls and correspondence from its customers with quality, timeliness, and efficiency. Customer requests may include and are not limited to new installations, upgrades, and removal of electric service. Individual will receive and process incoming customer requests over the telephone, web and email; and will ensure all requests are in usable form including complete customer information, contractor information, billing information, primary point(s) of contact, and description of work. The Electric Service Support Center Technician position serves as a key liaison between customers, contractors, municipal officials, and internal operational teams. This role requires strong attention to detail, the ability to interpret and apply numerous policies and procedures, and a commitment to providing exceptional customer service in a fast-paced team-oriented environment.

Requirements

Strong team orientation and customer focus required.
Strong organizational skills with the ability to manage multiple priorities in a high-volume environment required.
Excellent interpersonal, verbal, and written communication skills are required.
Successful completion of the Technician aptitude test required.
Proficiency with Microsoft Word and Excel required.
Ability to type required.
High School diploma plus four years of related electric distribution experience, or an Associate’s degree in electrical technology or the equivalent is required for the “C” level.
Valid motor vehicle operator’s license required.
Must be available for emergency restoration assignments as needed.
Must be able to travel between MA/CT/NH as necessary.

Nice To Haves

Knowledge of the National Electric Safety Code preferred.
Utility and/or electrical experience preferred.
Journeyman or Master Electrician license desired.
Experience with Maximo Work Management System desired.
C2 and OMNI system experience desired.

Responsibilities

Gather and verify detailed information related to the design and construction of new or modified electric services, including technical requirements, schedules, inspections, licensing, and easement needs.
Serve as the primary point of contact and advocate for customers, contractors, and municipal officials throughout the lifecycle of the request.
Provide upfront cost estimates aligned with established policies and procedures.
Process electrical inspections, customer prepayments, and contributions in aid of construction.
Manage select non-design work types from initiation through completion.
Collaborate with cross-functional teams such as Engineering, Electric Operations, Customer Billing Services, and Remittance Services.
Update internal systems with field notes, customer appointments, and work progress.
Participate in emergency storm response assignments as required.