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Customer Service Specialist

Downey, CA, US, 90241

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

Ability to perform all administrative duties as related to processing customer accounts and updating CIS. This role is also responsible for providing exceptional customer service to Liberty Utilities clients and customers accessing the company by telephone, email and/or coming into Liberty Utilities locations.  The Specialist CSR provides assistance to customers in escalated situations and must represent the company and our customer service philosophy with the utmost integrity.  This role will ensure all clients are greeted in a courteous and professional manner and will assist the customer according to company policies.

Accountabilities

  • Processes customer applications for service openings, closings, and final bill processing
  • Generate and process final read, vacant account and special lock off service orders
  • Answer customer inquiries and resolve customer complaints
  • Process pre-authorized payments and remit payments from lock box
  • Import and process payment files 
  • Back up cashiering (Accepts customer payments, new service sign-ups, hydrant meters and directions, balance cash drawer)
  • Review and process electronic funds applications
  • Process adjustments 
  • Process customer overpayment refunds
  • Prepares bank deposits
  • Process CARW applications and renewals
  • Enter meter exchange information into CIS
  • Enter new service and temporary meters into CIS
  • Manage mobile dispatcher functions
  • Utilize outbound dialer/ Everbridge functions
  • Communicate effectively with Operations Dept. on meter issues 
  • Handle high volume inbound customer calls
  • Backup as necessary for all Customer Service functions
  • Complete all internal and Sox Audit requirements as mandated
  • Perform duties in compliance with laws, regulations, company policies and procedures.  Adhere to Liberty Utilities security policies.  Provide accurate information regarding Liberty Utilities services and guidelines
     

Education and Experience

  • Must possess a high school diploma
  • Bilingual English/Spanish strongly preferred
  • Three years of related experience required
  • Specialized knowledge of specific commercial, technical, trades, or office operations areas
  • Requires a minimum of 3 years increasingly complex clerical experience in office operations and practices or the equivalent academic education or professional training 
  • Experience with electronic data storage processes preferred
  • Knowledge of computer systems, accounting and billing software 
  • Proficient in Excel software preferred
  • Ability to type 60 words per minute an asset
  • Demonstrate exceptional oral communication skills by conveying information effectively
  • Demonstrate active listening, giving full attention to what other people are saying, taking time to understand
  • Ability to manage escalated situations in a professional manner
  • Maintain a professional appearance in accordance with Company standards
  • Be able to reach agreement through flexibility and compromise

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 (helath/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: Los Angeles

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