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Customer Service Supervisor

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.

Purpose

The Supervisor, Customer Service position is responsible for planning, coordinating and supervising the activities of the Customer Service business office(s). This includes teams handling customer calls, in person and electronic based inquiries. This position will ensure appropriate staffing levels are in place and that training requirements have been executed to ensure quality customer care during all interactions. This role is also responsible to ensure department objectives are met or exceeded.

Accountabilities

  • Plans, assigns and supervises the work of customer service (including local dispatch staff). Evaluates the operations and activities of direct reports.
  • Responsible for cash management of assigned work group.
  • Inspires excellence through strong communication of the company’s vision and strategic targets to support a motivated, and positive work culture.
  • Leads the interviewing, selection and on-boarding of new Customer Care staff as needed.
  • Responsible for developing employee's skills, evaluating performance, providing ongoing coaching to ensure quality, reliability and productivity.
  • Assists staff with escalated customer issues.
  • Reconciles cash drawers and credit card transactions.
  • Works with leadership to identify and implement service and process improvements to increase efficiency and quality of service.
  • Lead and implement initiatives to improve CSAT and employee engagement.
  • Assists with data collection for daily, monthly, quarterly and annual reports. Researches regulatory agency complaints and supports company safety program.
  • Meets or exceeds performance metrics set out by manager including but not limited to; Telephone productivity, Quality, Work order accuracy, Attendance and Adherence to Schedule.
  • Monitors daily individual, team and queue performance, understands the impacts to the business and takes appropriate action.
  • Delivers scorecard metrics and other reporting regarding safety, financial and customer satisfaction.

Education and Experience

  • Bachelor degree preferred or equivalent education and experience
  • 3-5 years experience in customer service or directly related field
  • Prior leadership experience highly desirable
  • Minimum of 2 years of clerical experience with a utility, or any combination of academic education, professional training or work experience which demonstrates the potential to perform the duties of the position.
  • Knowledge of computer systems and accounting or billing software preferred.
  • Experience with use of cash register, receiving payments and giving appropriate change, experience with electronic data storage processes, ability to type 60 words per minute and ability to organize, plan and simplify business filing systems preferred.
  • A valid drivers license is required.
  • Solid understanding of utility systems, processes, practices and procedures to ensure compliance with local legislation and regulations is desired. May be required to work weekends, holidays and off-hours as required.
  • Handles complex customer issues. Support company policies and works within the guidelines of State Regulatory agencies.
  • Promotes and implements procedural best practice in order to ensure all working practices are compliant with company’s policies and regulatory requirements.

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion1 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.1

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

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: Sacramento

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