Loading...
Share this Job
Apply now »

Senior Specialist, Customer Care

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 Sr. Specialist is responsible for creation and facilitation of new hire and ongoing training, development and facilitation of the quality assurance program, documentation and improvement of processes and procedures within customer care for their respective territory. The Sr. Specialist will also support special projects and acquisitions.

Accountabilities

Training:

  • Prepares and writes documentation for training policies, procedures and training content.
  • Proactively develops and manages the relationship with various departments, corporate or other regions in order to identify needs and requirements for an effective training curriculum.
  • Delivers training in various manners including classroom, virtual and one on one.
  • Participates in train the trainer sessions as required.

Quality:

  • Lead the delivery of quality improvement within the customer service team.  This includes monitoring and evaluating calls, taking the lead role of quality monitoring calibration sessions to ensure consistency in performance and administration.

Documentation and Process Improvement:

  • Identifies issues and efficiency opportunities within the customer service department, takes actions towards resolution in a timely and accurate manner.
  • Works with customer service team to maximize productivity.  Monitors effectiveness and reports accordingly to management.
  • Responsible for entering trouble tickets when necessary and follow up to ensure issue is resolved.  Provides updated documentation where processes are implemented or changed.

Special Projects:

  • Support customer service and billing initiatives and various special projects as assigned.

Education and Experience

  • Bachelor degree or equivalent required.
  • Three to five years’ experience required.
  • Strong knowledge and practices with developing training policies, procedures, content and materials required.
  • Ability to facilitate group and one on one training sessions.
  • Strong presentation skills including documentation.
  • Excellent technical writing and verbal communication skills required. 
  • Knowledge of regulator rules and regulations desired.
  • Utility experience preferred.
  • Proficient in using relevant software (Microsoft office – Excel, Word, Power Point) required.
  • Advanced knowledge of software applications to create documents, reports and process flows (such as Visio) is desirable.
  • Valid driver’s license and ability to travel to various regional offices will be required.
  • Travel to other state offices as required.
  • Be able to effect change without direct exercise of command where persuasion is required along with the ability to reach agreement through flexibility and compromise.
  • Adapt or enhance quality or value in existing methods; make better as part of day-to-day activities.

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

Apply now »