Submitted by Tricia Modifica, Eversource.
BERLIN, Conn. (October 8, 2019) — When customers have questions or need help solving a problem, the dedicated customer care representatives at Eversource’s Connecticut 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. More than 120 Connecticut representatives answer approximately 4,800 calls each day. During National Customer Service Week, Eversource is recognizing its employees’ dedication to empowering customers. 
“Our customer care representatives are an integral part of our team and our customers’ experience with us,” said Windsor Contact Center Manager Tracy Famiglietti. “They work every day to help our customers with various issues and always strive to make it simple to do business with us.”
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 – 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.”
