New Britain Resident Helps Customers During Nor'easters

From Eversource: Just weeks into Jorge Torres’ training to become a customer service representative for Eversource, the first of three nor’easters slammed into Connecticut causing extensive damage to the electric system and leaving thousands without power. While customer service representatives typically train for several weeks, the call center phones were ringing non-stop after the storms hit last March and Torres’ colleagues needed his help. Without hesitation the New Britain resident jumped in to assist any way he could: answering and directing phone calls and reporting outages for customers.

“I couldn’t just stand by even though my training wasn’t complete yet – I knew I had to do my part to help these people and help my coworkers,” said Torres. “I stayed on the phones from 8 a.m. to 11 p.m. for almost the entire week. Many of us even got hotel rooms close by so we could be here early to help our customers. I learned more in the first month on the job than I would have in years.”

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

“What I want our customers to know is that we do care, and we do understand their situations,” said Torres. “I do my best to provide the best possible customer service I can each day.”

“In his short time with us, Jorge has shown that he’s always ready to pitch in and help his colleagues and most importantly our customers. Employees like Jorge 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 storm.

Eversource (NYSE: ES) transmits and delivers electricity to 1.2 million customers in 149 cities and towns, provides natural gas to 232,000 customers in 73 communities, and supplies water to approximately 197,000 customers in 51 communities across Connecticut. Recognized as the top U.S. utility for its energy efficiency programs by the sustainability advocacy organization Ceres, Eversource harnesses the commitment of about 8,000 employees across three states to build a single, united company around the mission of safely delivering reliable energy and water with superior customer service. For more information, please visit our website (www.eversource.com) and follow us on Twitter (@EversourceCT) and Facebook (facebook.com/EversourceCT). For more information on our water services, visit www.aquarionwater.com.

Photo courtesy of Eversource