Analyst, Customer Advocacy

Analyst, Customer Advocacy

Algonquin Power & Utilities Corp. (AQN), parent company of Liberty, is a diversified international generation, transmission, and distribution utility. AQN is committed to providing safe, reliable, and cost-effective energy and water solutions through our portfolio of utility investments to over one million customer connections, largely in the United States and Canada. At Algonquin, our vision is to be the most trusted utility service provider in North America – a premium regulated utility, known for our customer focus, commitment to sustainability, and strong community partnerships.

Our employees are at the heart of that vision. We believe that when people are empowered to learn, grow, and contribute their ideas, we can achieve remarkable results together. We are building a culture that values integrity, inclusivity, and innovation. By joining Algonquin, you'll be part of a team that is shaping the future of energy and water, while creating long-term value for our customers, communities, employees, and shareholders.

Purpose:

This role is responsible for analyzing customer interactions, identifying trends, and supporting continuous improvement initiatives within the Customer Care department. In addition to daily responsibilities, this role will assist the Manager of Customer Advocacy with investigating escalated regulatory and/or legal complaints and assisting with customer care data requests. This position requires strong analytical skills, problem-solving abilities, and a customer-focused mindset to enhance service delivery and customer satisfaction.

Accountabilities:

• Investigate and analyze customer complaints escalated to the department, identifying root causes and recommending resolutions.
• Collaborate with the Manager of Customer Advocacy to ensure thorough and timely responses to escalations and complaints.
• Stay informed on industry best practices and regulatory requirements related to customer service and data handling.
• Assist in developing and implementing best practices for complaint resolution and data management.
• Assist with customer care data requests, ensuring accuracy, confidentiality, and compliance with company policies and regulations.
• Collect, analyze, and interpret customer interaction data to identify trends and insights that drive service improvements.
• Support process optimization initiatives within Customer Care to enhance efficiency and effectiveness.
• Work closely with cross-functional teams, including Quality Assurance, Training, and Operations, to align customer service strategies.
• Assist with providing reporting and insights on key customer service metrics, highlighting areas for improvement.

Education and Experience:

• Bachelor's degree or equivalent preferred
• Minimum of 3 years' experience preferred
• Strong analytical skills with the ability to interpret and present data effectively.
• Experience handling sensitive customer complaints and providing thorough resolutions.
• Proficiency in data analysis tools and customer relationship management (CRM) systems.

What We Offer:

• Competitive pay that reflects your skills and experience.
• Access to a comprehensive benefits package that includes:
  Medical, Dental, and Vision coverage & a 401K plan with a 5% match, effective day one
• Annual bonus and merit increase eligibility
• Life insurance, and short-term & long-term disability
• Employee Stock Purchase Program
• Free Employee Assistance Program & Headspace account
• 3 weeks of vacation, paid sick days, 12 paid company holidays, & 3 paid volunteer days
• Tuition reimbursement, professional development opportunities, & reimbursement for certification costs
• Reward & recognition programs, service awards, a great company culture, and a collaborative & flexible work environment

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. As the successful candidate

Our Mission:
We provide safe, secure, reliable, cost-effective and sustainable energy and water solutions. Our mission is how we create value as an organization—it is what drives us every day to fulfill our purpose.

Our Vision:
We better the lives of our customers…