EnergySolutions : Candia Resident Earns Customer Service Excellence Award

Employee honored for efforts to assist local business owner

MANCHESTER, N.H. (May 15, 2017) - Eversource Customer Service Center Representative Pam Gaudreault said she was 'just doing her job' when she helped to resolve a unique billing issue for a new business owner in Londonderry, but her efforts to assist the customer went above and beyond the call of duty. After she helped resolve a question he had about a meter at his facility, Gaudreault continued to serve as a direct resource for the customer, working to help answer questions about streetlights on his new property.

'I could have transferred him to another department to answer his questions once my part was done, but he was comfortable talking to me,' said Gaudreault. 'That first impression goes a long way. I wanted to help him from start to finish. It comes down to treating people the way you want to be treated.'

Over the course of four months, Gaudreault continued to follow-up with the customer and served as a personal resource as he worked to establish his new property.

'Providing our customers with the level of service they deserve wouldn't be possible without employees like Pam, who recognize the most important part of our job is to put ourselves in our customers' shoes,' said Penni Conner, Chief Customer Officer and Senior Vice President of Customer Care for Eversource Energy. 'We're grateful to have a team of employees that take pride in going above and beyond to answer the call.'

A lifelong resident of New Hampshire, Gaudreault has worked in the Customer Billing Services Department for the past 18 years and at Eversource for a total of 28 years. She is responsible for ensuring customers' bills are accurate before they are sent and investigating charges that seem unusual.

'It's often like detective work,' she said. 'Unusually high electricity usage can provide clues to something wrong inside the home; for example, it could indicate in a seasonal home that a pipe burst over the winter. If it were me, I would want someone to call me and let me know. I take pride in what I do and it's nice to be recognized for serving our customers.'

The Eversource Customer Service Excellence Award recognizes employees for going above and beyond their usual scope of work to provide superior customer service. In honor of Gaudreault's exceptional service, Eversource will make a $100 contribution to the non-profit of her choice, Cody's Quest, a local organization that works to raise awareness and money for research to find a cure for Angelman Syndrome.

Eversource (NYSE: ES) is New Hampshire's largest electric utility, serving more than 500,000 homes and businesses in 211 cities and towns and is proud to be recognized as the top contributor to United Way in New Hampshire. Recognized as the top U.S. utility for its energy efficiency programs by the sustainability advocacy organization Ceres, Eversource harnesses the commitment of its approximately 8,000 employees across three states to build a single, united company around the mission of safely delivering reliable energy and superior customer service. For more information, please visit our website (www.eversource.com) and follow us on Twitter (@eversourceNH) and Facebook (facebook.com/EversourceNH).

CONTACT:
Martin Murray
603-634-2228
martin.murray@eversource.com

Kaitlyn Woods
603-634-2418
kaitlyn.woods@eversource.com