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Senior Representative, Customer Service

Fredericton, New Brunswick, CA, E3B 7G5

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 Customer Service Representative (Senior CSR) presents professionally and shares a positive and upbeat attitude with their team members and clients. The Senior CSR is responsible for providing exceptional customer service to Liberty clients and customers accessing the company by telephone, email and/or coming into Liberty locations.  The Senior CSR provides the first point of contact for all inbound and outbound customer support and must represent the company and our customer service philosophy with the utmost integrity.  The Senior CSR will ensure all clients are greeted in a courteous and professional manner and will assist the customer according to company procedure and policies. In addition to providing service to external customer and clients, this role also supports our internal clients administrative requirements in support of business operations.

Accountabilities

 

Customer Service

  • Greet customers via phone, email or at walk in counter in a professional and courteous manner. Provide general information, facilitate payments, processing applications for service and service disconnections, facilitating customer moves, additions and changes, and answer billing inquiries.
  • Exercising diplomacy when dealing with difficult customers and escalate issues as required to provide customer satisfaction and prompt issue resolution. Consistently maintaining a positive attitude when interacting with all customers, co-workers and company visitors while providing ongoing communication to customers regarding the status of service requests.
  • Meet or exceed performance metrics set out by supervisor or manager including but not limited to; telephone productivity, quality, work order accuracy, attendance and adherance to schedule.

 

Administrative Support

  • Document customer feedback details on customer account. Also provide back office administration support, submit and complete refund requests for customers as required, out-going mail, sorting in-coming mail and accepts office deliveries and notify recipients. All CSR must be trained and participate in the front office rotation for Reception/Admin coverage.
  • Support Collections efforts by outbound calling and setting up Special Payment Arrangements with customers to avoid disconnections. Also, Support Business and Community Development team.
  • Generate field service orders for disconnections of reconnection of service for non-payment and reconnection of service/check high usage and low usage. Close out maintenance service orders and post readings on routine service orders. Accurately maintain and balance cash drawer daily. Reconcile payment batches with receipts and process payments.

 

Problem Solving, Policy and Procedures

  • 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. Follow process and procedures when dealing with customer's problems and take appropriate action using best judgement to resolve the problem. Communicate to field and office personnel regarding routine and emergency situations. Receive and dispatch emegency calls and priority calls (No heat and No hot water) to field staff or Work Management staff as required by following all Liberty Foundations Emergency Protocols.

Education and Experience

 

  • Basic Job Knowledge - specialized knowledge of specific commercial, technical, trades, or office operations areas
  • Able to fully communicate in both official languages (French and English) – expected to be fluent.
  • College or professional program of 3 years or less                                                                        
  • 1-3 years of experience in Customer Service   #LI-DS1               

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.

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