Representative, Customer Service (Contact Center)

Liberty Utilities•Joplin, MO

About The Position

Algonquin Power & Utilities Corp. (AQN), parent company of Liberty, is a diversified international generation, transmission, and distribution utility. The company provides energy and water solutions to more than one million customer connections, largely in the United States and Canada, and describes its vision as becoming North America’s most trusted utility service provider through customer focus, sustainability, and community partnerships. The Customer Service Representative creates positive customer experiences and supports customer satisfaction. The role serves as a customer-facing representative in person and by phone, providing information and assistance with service requests, payments, applications, billing inquiries, and customer account changes. The position works with field and office personnel, maintains clear communication with customers, and takes appropriate action to resolve or escalate concerns. The schedule is Monday through Friday, 9:30 a.m. to 6:00 p.m., with a 30-minute lunch. The role requires compliance with applicable laws, regulations, company policies, procedures, and Liberty Utilities security policies. The company offers competitive pay and a benefits package that includes medical, dental, and vision coverage; a 401(k) plan with a 5% match; annual bonus and merit increase eligibility; life and disability insurance; an employee stock purchase program; vacation, sick leave, paid holidays, and paid volunteer days; tuition reimbursement and professional development; and employee assistance and recognition programs. The company emphasizes customer centricity, integrity, teamwork, continuous learning, diversity, inclusion, and a safe, healthy, and respectful work environment.

Requirements

High school diploma or equivalent.
At least 2 years of prior customer service experience is highly preferred.
Professional and courteous telephone manner.
Strong understanding of privacy and confidentiality related to the position.
Experience dealing with difficult customers and resolving issues and concerns with a positive attitude.
Excellent communication and interpersonal skills, including the ability to be concise, clear, and consistent.
Proficiency with Microsoft Word and Excel.
Proficient keyboarding skills.
Detail-oriented and able to function in a fast-paced, changing environment.
Above-average math skills, including basic addition, subtraction, multiplication, and division.
Computer skills for data entry, reporting, reference, and retrieval tasks.
Ability to occasionally bend, stoop, grasp, reach, twist, turn, and/or lift.

Nice To Haves

Good understanding of Customer Information Systems.
Experience with Cogsdale.

Responsibilities

Serve as the first point of contact for customers by phone, answering and routing incoming calls.
Provide general information and facilitate payments, service applications and disconnections, customer moves, additions and changes, and billing inquiries.
Communicate routine and emergency situations to field and office personnel.
Keep customers informed about the status of service requests.
Generate service orders for service reconnections and high-usage checks.
Close out maintenance service orders and post readings on routine service orders.
Use sound judgment and take appropriate action to resolve customer problems.
Escalate issues as needed to support customer satisfaction and prompt resolution.
Document customer feedback manually or online and refer it to the appropriate manager for follow-up.
Maintain a positive attitude and use tact, courtesy, and appropriate telephone etiquette when interacting with customers, coworkers, and visitors.
Provide accurate information about services and service guidelines.
Perform miscellaneous job-related duties as assigned.
Perform duties in compliance with laws, regulations, company policies and procedures, and Liberty Utilities security policies.