• Act as a primary source of knowledge and Subject Matter Expert for Case Builders (CB) • Complete Clarification Responses (CR) for absent case builders on the assigned Case Building team • Complete Building of Cases when necessary and directed by the Team Supervisor • Monitor team responsiveness to communications and provide regular insights to the supervisor • Assist Case Builders with procedural questions • Review unbuilt cases within the assigned team and communicate with team members for expedited handling of late cases • Log Case Building errors • Address and resolve escalation requests • Assist other departments with Case Building inquiries • Ensure action item emails from the audit team/compliance are addressed • Audit built cases to ensure compliance with build procedures, VA requirements, and diagnostic requirements • Provide support to CB staff to finalize cases • Provide feedback/insight to CB Supervisor about any observed coaching/mentoring topics needed for individual case builders • Monitor and respond to emails from Case Builders on questions/inquiries as appropriate and directed by supervisor • Reassigning cases within the Team queue to make sure they are evenly distributed, or so that the daily quota can be met • Proofread and suggest edits to Clarifications for CBs as requested • Attentive to ongoing communication with CB Supervisors • Receive directions and assignments, as applicable, from CB Supervisors • Ensure relevant concerns/recommendations are referred to the team supervisor or other departments as warranted • Other duties, as assigned.

Eversource will not offer immigration-related sponsorship for this position. Applicants who require immigration sponsorship—either now or in the future—should not apply. This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.). Springfield Brookdale Call center to take incoming calls from our customer base. Calls include billing, credit, move in move out, emergency orders and meter exchanges. Business hours are 8 AM to 6:15 PM Monday thru Friday. This is a represented call center, and a shift bid is required DATE: 04/10/2026 LOCATION: Contact Center Brookdale Ave, Springfield, MA POSITION: Customer Service Representative Starting Rate of Pay: $36.29 Union Represented Position Eversource Contact Centers offer a Performance-Based Work From Home Program. You must live in our service territory to be hired. We are open holidays, for which you may sign up or be drafted to work during those times. JOB SUMMARY Under general supervision, the Customer Service Representative is accountable for handling all customer service inquiries, via telephone, mail, internet, video conferencing or in person, for existing products and services. The primary focus of this position is to insure timely resolution of customer inquiries. The Customer Service Representative is responsible for preparing and maintaining any necessary records associated with the customer contact. The Customer Service Representative must have strong analytical reasoning and negotiating skills, and must be courteous, tactful, and exercise patience in dealing with customers, the general public, and interfacing departments under difficult circumstances. The Customer Service Representative must demonstrate the ability to requests through to completion. Incumbents must successfully complete company training for this position. ILLUSTRATIVE DUTIES Receives initial calls i.e., application/discontinuance, trouble, billing, service, sales tax and credit and collections. Receives and processes service outage inquiries and emergency calls from customers, police and fire departments, public officials, and processes information from other company departments relative to outage situations. Handles overdue, protected and final accounts, arranges for payment on overdue bills, and discusses requirements to obtain protections from service termination. Arranges for the restoration of service due to non-payment/meter alive termination. Advises customers of available payment options. Collects monies and institutes payment agreements. Receives calls regarding meter reading schedules and policies. Contacts customers to relay information and provide service. Resolves customer inquiries. Processes billing/revenue correction action on demand and non-demand rated accounts and follows up to insure timely and accurate resolution. Prepares, corrects, and maintains records for all unmetered use. Provides information and support to field personnel. Advises customers if planned outages are on schedule and provides updates and estimated times of restoration of unplanned service outages. Provides general information on public assistance programs, charitable organizations, and other help agencies. Provides general guidance and budgeting for service. Determines eligibility for special rates. Contacts customers, doctors, social and regulatory agencies to obtain documentation and/or arrange restoration of service or protection of account. Determines deposit amounts based upon regulations and Company policies. Ensures deposits for services are collected. Interacts with customers and DOR regarding sales tax. Performs related duties, as well as duties of Customer Service Associate, as required. REPORTING RELATIONSHIPS This position reports to a Supervisor/Team Leader, who reports to the Department Manager. This position may also receive direction, training and coaching from a Senior Customer Service Representative. WORKING CONDITIONS Works within a normal office environment. Opportunity to participate in the Performance Based Work from Home Program. Required to work shifts and extended hours as necessary. MINIMUM QUALIFICATIONS 1. Must pass Company approved SHL Customer Service Assessment. 2. Must have working knowledge of PC applications. 3. Must have earned a High School Diploma or the equivalent. #custajd 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 Build trusting relationships Worker Type: Regular Number of Openings: 4 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 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

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential. Job Description:

• Support cruise clients and liaise with suppliers to manage bookings, amendments, and requests • Manage daily client communications via phone and email • Handle amendments across flights, transfers, hotels, and cruise bookings • Review all documentation to ensure accuracy and completeness • Support the Customer Care Manager and Sales Manager with day-to-day activities • Drive customer satisfaction through proactive service and problem-solving • Gather and utilize customer feedback to improve service delivery • Collaborate with Sales, Operations, and Marketing teams to enhance overall customer experience • Assist with website updates and administrative tasks, including billing and document management