Berlin Company Recognizes Customer Service Workers

Image and information via Eversource

BERLIN, CT - With nearly 40 years of combined customer service experience at Eversource, Rosanna Swift and Mary Metevier have seen it all and are invaluable resources for their colleagues. The veteran employees have helped customers through devastating storms like Hurricane Sandy, back-to-back nor’easters, tornadoes, blizzards and more. Because of their extensive knowledge, Swift and Metevier are now part of a new Customer Resolutions Team – a group of eight highly experienced employees who help the other contact center representatives with everything from handling complicated customer concerns to providing guidance and suggestions on their calls. The team works hand in hand with other departments across the company to ensure customer satisfaction is the top priority.

“We leave our family and the safety of our homes to travel through the snow to be there to answer the phones during the storms. We’re here and we care,” said Swift. “My job is really rewarding to me and customer service is my true passion.”

“We’re here in Connecticut, weathering those same storms with our customers. We empathize with every situation,” said Metevier. “The experience we both have comes in handy for the reps when they need a hand. We’re able to be a strong support system for staff members.”

Eversource is proud to recognize hardworking customer service representatives like Metevier and Swift during National Customer Service Week from Oct. 1-5.

“In their time with us, Mary and Rosanna have shown that they’re always ready to pitch in and help their colleagues and most importantly our customers. Employees like Mary and Rosanna are the first voice our customers hear when they call us for help and the information they provide during a storm or on a clear weather day can make all the difference for the customer on the other end of the phone,” said Eversource’s Senior Vice President and Chief Customer Officer Penni Conner. “We’re proud to celebrate National Customer Service week to commend the hard-working men and women on the front lines, for all they do and to let them know how valued they are for their dedication to our customers.”

Customer service employees are always working to serve customers better, and using social media is another way to help with inquiries. Through Eversource’s Facebook and Twitter pages, employees are able to answer questions quickly and conveniently, as well as to provide real-time updates during storms.