Representative, Customer Service

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

Our Customer Care Department in Massena has an opening for experienced Customer Service Representatives to join our Customer Service Team. Our Customer Service Representatives provide professional and prompt in-person and telephone service to our customers by responding to all incoming customer inquiries regarding emergency calls, service connects/disconnects, new service installations, rates, billing and payment inquiries. In this role, you will act as a liaison between the customer, field personnel and office staff, identifying complex meter and billing issues, resolving issues related to customer payment inquires, providing information on company products and programs offered while ensuring the highest level of customer service satisfaction.

Accountabilities

- Our Customer Service Representatives are responsible for ensuring a smooth flow of information between all departments, provide office support, post payments, perform collections operations, assist customer walk-ins, travel to various company sites when needed and work additional hours when company emergencies occur

- Candidates must have strong communication skills and be able to effectively convey emergency and policy information to our customers and have the ability to research and analyze results with our internal and external customers relating to office, field operations, accounting matters with prioritizing situations as they arise on a daily basis

- Responsible for work outside of normal work schedule for storm assignments when necessary

Education and Experience

- High School Diploma or GED required. Associate Degree preferred.

- Two years’ experience working in a customer service environment handling incoming/outgoing calls required. Utility experience or experience working in a call center environment a plus!

- Knowledge of computer systems and Microsoft Office (Excel & Word) required. Experience with accounting or billing software a plus.

- Flexible with working shifts and additional hours when required.

- Travel to various company locations and driver’s license required.

- Demonstrated ability to effectively communicate with customers in a fast-paced environment while developing positive customer relations, anticipating, identifying and responding to customer needs required.

- Excellent written and verbal communication skills required.

- Ability to set priorities, plan and coordinate work activities to accomplish work objectives.

- Pass company Customer Service Training

- Pass our company testing and DOT drug testing required

- Speaking French would be considered an asset

Compensation

Rate: $18.48/hr

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.

What we offer

- Company funded Pension program

- 401k with Company match

- Full insurance benefits (health/dental/vision/life)

- Collaborative environment with a genuine flexible working policy

- Share purchase/match plan

- Defined Contribution savings plan

- Top Talent Program

- Volunteer paid days off

- Employee Assistance Program

- Achievement fund

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.