Customer Service Representative

Overview

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.

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. 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.

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.

Customer Service Representative will be responsible for providing prompt, accurate, professional in-person, electronic and telephone service to internal and external customers. Support other departments as needed.

• Respond to all incoming customer inquiries including but not limited to Emergency calls, service connects, disconnects, new service installations, rate, billing and payment inquiries, water quality complaints, inquiries, resolving high bill complaints, identifying complex meter and billing situations, negotiating and establish payment arrangements, provide information on products and programs offered by the Company and generate referrals to the appropriate departments, promote low-income programs, promote water efficiency programs, process payments, communicate with customers electronically and/or outgoing calls and in person, perform back office, walk-in and cashiering responsibilities as assigned, liaison between customer, field personnel and office staff, respond to emergency call out and extended work hours when company emergencies occur, ensure all working practices are compliant with Liberty Utilities’ policies, procedures, and NY PSC regulatory rules.
• Speaking French is considered an asset.

• High School Diploma or GED required. Associate Degree preferred.
• 2-year experience working in a customer service environment handling incoming/outgoing calls required.
• Knowledge of computer systems and Microsoft Office (Excel & Word) required.
• Experience with accounting or billing software a plus.
• Must be available during emergencies and be flexible with working longer shifts and additional hours required.
• Demonstrate ability to effectively communicate with customers in a fast-paced environment while developing positive customer relations, anticipating, identifying, and responding to customer needs effectively.
• Excellent written and verbal communication skills required.
• Ability to set priorities, plan and coordinate work activities to accomplish work objectives.
• Experience with use of cash register, receiving and posting payments.
• Facilitate customer service satisfaction and a smooth flow of information between all departments.
• Clearly and effectively communicate emergency information.
• Communicate research results effectively with internal and external customers as it relates to customers, office, field and accounting.
• Ability to communicate recommendations regarding policy development and implementation.
• Experience with electronic data storage processes, ability to organize, plan and simplify business-filing systems preferred.
• Work requires the ability to read and process customer applications, street addresses, computerized information and related reports, accounting terms and spreadsheets,…