BOSTON — When customers have questions or need help solving a problem, the dedicated customer care representatives at Eversource’s Massachusetts Contact Center are there to respond. From providing around-the-clock updates during restoration efforts after a storm, to sharing tips on how to save money and help the environment through energy efficiency, the customer care team is there when customers need them. Nearly 150 Massachusetts representatives answer approximately 5,000 calls each day. During National Customer Service Week, Eversource is recognizing its employees’ dedication to empowering customers.
“Whether they’re assisting with a billing inquiry or guiding a customer to ways to better manage their energy, our customer care representatives are always working to find creative and helpful ways to better serve our customers,” said Eversource Contact Center Manager Corey Casavant. “We’re grateful to have a dedicated team of employees who strive to provide an excellent customer experience.”
Over the past three years, Eversource has enhanced its customer communication in several areas. The energy company recently launched a mobile app that allows customers to easily manage their account while on the go and a convenient two-way texting option for reporting power outages. Eversource has also upgraded its outage map, providing customers with more detailed information, and its enhanced customer notification system enables customers to choose their preferred method of contact by – text message, email, or phone.
“Our team never stops working to evolve and to innovate as new needs arise, as well as to make it convenient for our customers to access the information they need,” said Eversource Chief Customer Officer and Senior Vice President Penni Conner. “In addition to expanding our customer service team to include social care representatives who answer questions on social media 24/7, we have launched a number of tools that empower our customers and make it easier for them to connect when they need us.”