Tim Vernon is more than just a Senior Customer Service Representative at Eversource Energy; he’s a respected leader, role model, and passionate advocate for accessibility and inclusion. A lifelong resident of Mansfield, Massachusetts, Tim has been blind since birth and has never let that limit his ambition or outlook.

He joined Eversource’s Westwood, MA, call center in 2008 as a Customer Service Representative, handling inquiries ranging from billing issues to emergency gas or power outage calls. In 2017, after passing a rigorous written exam and delivering a standout presentation, Tim was promoted to Senior CSR. Today, he mentors new hires, assists colleagues with complex calls, and manages escalated customer cases, including those routed through Boston 311. He also played a key role in training two additional blind customer service representatives now working at Eversource.

As a blind professional, Tim uses adaptive tools like the JAWS screen reader, a Braille Sense notetaker, and a sound-splitting headset to navigate his computer while speaking with customers. With this setup and his deep system knowledge, he delivers top-tier service and consistently earns high marks from the quality assurance team.

Tim’s positive attitude and good humor have made him a vital part of the Eversource team. One colleague shared, “Tim brings so much to everyone, his cheery disposition is inspirational, and prompts all of us to reflect on our daily manner.”

Tim’s significant contribution to the workforce has earned him multiple Carroll Center recognition awards. In 2010, he received the Carroll Society Award, and in 2025, Tim was honored with the Blind Employee of the Year Award for his leadership and commitment to inclusion.

Tim’s journey wasn’t without challenges, but with support from the Carroll Center, Tim successfully transitioned from public school to Fitchburg State University, where he earned a degree in Communications Media and launched a disability awareness speaker series. Tim’s father, Bill, recalls, “the Carroll Center provided Tim with essential mobility skills. Tim’s ability to adapt, get around independently in the neighborhood, the downtown area, and from elementary to high school to college, were attributable to the Carroll Center’s assistance and support.”

After college, it took nearly two years to find a job, but he stayed optimistic. His advice to others who are blind: “Keep an open mind. Highlight the skills you bring. Don’t focus solely on blindness, focus on why you’re the best candidate.”
Outside of work, Tim sings in the Bristol Chorale, participates in the Carroll Center’s SailBlind program, and speaks to school children about blindness. A former Braille Challenge champion, he’s passionate about community engagement and self-advocacy.

Whether commuting by train, collaborating with colleagues, or catching wind on the Charles River, Tim approaches life with determination and heart. His story is a powerful reminder of the impact of perseverance, inclusion, and a positive outlook.