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Manager, Customer Assistance Programs (Joplin, MO)

Joplin, MO, US, 64818

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

This Customer Care position will have focused scope for customers in lower income brackets and working alongside the agencies that serve those customers. Develop strong working relationships with community action agencies, energy assistance agencies, commission staff, state/national agencies, and other relevant parties to provide maintenance of programs, strategic partnerships, policies and procedures to support the customer advocacy strategy integrated business solutions focused on improving customers' energy security. Provide strategy and plan updates to key stakeholders. Maintain oversight of energy assistance budgets and expenses. Develop knowledge of existing resources and identify potential program opportunities. Evolve current and future Customer Care programs to ensure greatest impact for Liberty customers.

Accountabilities

• Safety is a core value of our company and no job is so important that it cannot be completed safely. It is the responsibility of all employees to know and understand and comply with all company safety policies and federal, state, and local regulations. Employees have a responsibility to stop and correct unsafe work practices and to refuse to work in an unsafe situation.

• Capable of working under stressful situations.

• Ability to expertly represent the company and the company brand while working with customers using good judgement and diplomacy.

• Capable of working individually and within a team environment to continue to develop our culture of engagement and collaboration.

• Demonstrate competency with computers and an ability to learn multiple systems.

• Tactfully handle and resolve difficult customer situations, including coordinating with outside resources.

• Build relationships with internal and external stakeholders.

• Develop and adopt processes that drive best practices and consistently with an enterprise wide operational approach.

• Ensure consistent administration of company policies, federal and state regulations in multiple states.

• Develop, identify, educate, and coordinate with existing low-income household resources to assist low income households to the maximum capacity.

• Have or be able to learn a broad spectrum of tasks and job duties required.

Education and Experience

• Bachelor’s or equivalent experience

• Five or more years of regulated utility experience and customer service required

• Experience with low-income programs and agencies preferred

• Time and stress management skills

• Must have excellent verbal and written communications

• Extensive computer skills and abilities in multiple office programs #LI-CT1

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.

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