Job Description

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team.

At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.

Purpose

Embark on a customer-centric journey with us at Liberty! As a Customer Service Representative, your primary responsibility is to create positive customer experiences. You'll play a crucial role in ensuring customer satisfaction. In this role, you'll be the face of our company, providing top-notch service both in person and over the phone. If you're passionate about delivering exceptional customer service, thrive in a dynamic environment, and are ready to contribute your skills to a team-oriented company, we want to hear from you! Apply now and become an integral part of our customer-focused team. Your exciting career awaits! Hours are Monday – Friday from 9:30am-6:00pm with a 30-minute lunch.

Accountabilities

• Act as the first point of contact for all customers on the phone. This includes answering and routing in-coming calls, providing general information, facilitating payments, processing applications for service and service disconnections, facilitating customer moves, additions and changes, and answer billing inquiries.

• Communicate to field and office personnel regarding routine and emergency situations.

• Provide ongoing communication to customers regarding the status of service requests

• Generate service orders for reconnection of service/check high usage.

• Close out maintenance service orders and post readings on routine service orders.

• Use best judgement in dealing with any customer’s problem and take appropriate action to resolve the problem.

• Escalate issues as required to provide customer satisfaction and prompt issue resolution.

• Document customer feedback manually or online and refer to appropriate manager for follow-up.

• Maintain a positive attitude when interacting with all customers, co-workers and company visitors.

• Use tact and courtesy when dealing with difficult customers and referring customers to management if a problem cannot be resolved.

• Use appropriate telephone etiquette when talking with customers.

• Providing accurate information regarding our services and service guidelines.

• Perform miscellaneous job-related duties as assigned.

• Perform duties in compliance with laws, regulations, company policies and procedures.

• Adheres to Liberty Utilities security policies

Education and Experience

• At least 2 years of prior customer service experience is highly preferred

• High school diploma or equivalent

• A professional and courteous telephone manner

• High level understanding of privacy and confidentiality related to position

• A good understanding of Customer Information Systems. Experience with Cogsdale is an asset.

• Experience dealing with difficult customers and successfully resolving customer issues and concerns with a positive attitude.

• Excellent communication and interpersonal skills, able to be concise, clear and consistent.

• Proficient with Microsoft Word and Excel

• Proficient keyboarding skills

• Detail oriented and able to function in a fast paced and changing environment

• Requires above average math skills with the ability to perform basic addition, subtraction, multiplication and division.

• Requires proficient computer skills for data entry, reporting, reference and/or retrieval tasks.

• Requires occasionally performing activities including, but not limited to, bending, stooping, grasping, reaching, twisting, turning and/or lifting.

• Other duties maybe assigned

What We Offer

As a valued member of our team, you will enjoy competitive pay that reflects your skills and experience. You will also have access to a comprehensive benefits package that includes:

• Medical, Dental, and Vision coverage & a 401K plan with a 5% match, effective day one
• Annual bonus and merit increase eligibility
• Life insurance, and short-term & long-term disability
• Employee Stock Purchase Program
• Free Employee Assistance Program & Headspace account
• 3 weeks of vacation, 5 sick days, 12 paid company holidays, & 3 paid volunteer days
• Tuition reimbursement, professional development opportunities, & reimbursement for certification costs
• Reward & recognition programs, service awards, a great company culture, and a collaborative & flexible work environment

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally.

For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged – Sustaining Energy and Water for Life.

Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction.

With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our “Think Global, Act Local” business model.

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.

We are an equal opportunity employer and value each person’s unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.