CL&P phones ringing off the hook

(WTNH) -- They are on the front-line of thousands of phone calls; some people are mad, others are just curious. CL&P's call center has been working overtime.

When close to half a million people are without power...

"Thank you for calling Connecticut Light and Power, this is Jennifer speaking, may I help you?"

...and your job centers on answering half a million questions...

"You do have service on your road except for four people," Jennifer Jones said.

...half a million sips of coffee are expected from employees at CL&P's call center.

"Right now we are looking at having the vast majority of our customers up by Tuesday," said Jones.

Jones has what some may consider a thankless job.

"It's difficult to have a newborn baby, never mind having a newborn baby without power," Jones said.

She must temper some customers frustration by offering an understanding voice.

"You can only eat so many peanut butter sandwiches, it's time to cook again, it's time to have a warm meal, it's time to be warm this time of year," Jones said. "You have to be willing to listen to them."

Jones is one of 350 people at CL&P putting on a headset and answering questions in the 24/7 operation. Staffing levels have increased in the wake of the storm, and have people who can answer questions in both English and Spanish.

"I just got my power back on actually, sometime, during the night, probably three o'clock in the morning actually, and I understand it's frustrating, I have two kids," said Jones.

With power not expected to return until next week, more calls will fill the electronic "cue" board hovering above employees.

"We do have 207 line crews, and more are coming into the state," said Jones. "I'm there to listen to them, no matter what's happening. I'm here to listen."