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Senior Manager, Customer Care

Ashland, KY, US, 41101

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

The Senior Manager Customer Care reports directly to the Vice President of Customer Care and will have overall responsibility for approximately 40 employees in the customer care/call center and collections cash operations. These include walk-in offices, collections, and as the call center for Liberty Utilities' South Region. This position oversees operations in Kentucky. This region provides electric service to more than 170,000 customers. The Kentucky/South Region footprint will continue to expand with upcoming acquisitions across the region. It is anticipated to undergo substantial technology change in metering and billing and customer care software.  This position will be responsible for supporting the transition of customer care.  It will include responsibilities for hiring, infrastructure/support build out, facilities locating and build out, and supporting data system conversion for customer care, as well as managing a managed services agreement.
 

Accountabilities

  • Responsible for overall staffing and work completion plans for call centers, walk in centers and back office procession to complete these with high quality and customer satisfaction.
  • Lead workgroups in 24x7 emergency response as well as ordinary daily activities.
  • Participate in regulatory proceedings to anticipate and advocate for rate and regulatory changes resulting in improved customer satisfaction. This could include written testimony, technical session participation and giving verbal testimony.
  • Ensure teams complete transactions related customer care and collections are in compliance with our tariffs and other regulations. Responsible for maintaining emergency response and business continuity plan for all of Customer Care South ensuring all employees are trained, emergency policies and procedures are documented and reviewed on a regular basis. Provides oversight and support for local and regional outages and/or emergencies, including after hours dispatch support for electric operations
  • Serve as a key liaison with the Customer First team to ensure procedures and work practices are correctly understood and communicated with among the staff in conjunction with SAP deployment.
  • Advocate for improvements in technology and vendor support to help improve customer satisfaction and employee engagement.
  • Show ability to work in a matrix organization of geographically dispersed teams including the ability to work with peer managers/directors in other parts of the Liberty organization to coordinate service delivery across multiple regions as needed.
  • Demonstrate knowledge across the organization of programs and events driving customer demand and engagement to pre-emptively plan workforce accordingly.
  • Work with HR to plan and implement staffing and turnover reduction plans.
  • Develop and communicate strategies to reduce arrears and manage collections risk.
  • Develop and execute strategies to provide accurate, timely billing to customers and to allow for understanding and enhancement of billing programs.
  • Develop and implement strategies to confirm compliance with corporate and regulatory requirements for collections.
  • Communicate goals and requirements of task execution to provide high quality services. Develop programs to increase customer satisfaction and employee engagement.
  • Develop and oversee CSAT strategies and initiatives around the JD Power 6 key factors that drive satisfaction with vision of becoming JD Power top quartile.
  • Ensures key operating targets are met and the desired customer experience is achieved.
     

Education and Experience

  • Bachelor’s degree or equivalent
  • 5-10 years of experience
  • Need experience with utility billing, customer information, and understanding/interpreting regulatory provisions.
  • Broad understanding of technology supporting call centers  #LI-MC1

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

Free parking, including free electrical charging

 

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.


Nearest Major Market: Huntington
Nearest Secondary Market: Ashland

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