Representative, Customer Service

Liberty Utilities • Massena, NY

77d • $18

About The Position

Our Customer Care Department in Massena has an opening for experienced Customer Service Representatives to join our Customer Service Team. Our Customer Service Representatives provide professional and prompt in-person and telephone service to our customers by responding to all incoming customer inquiries regarding emergency calls, service connects/disconnects, new service installations, rates, billing and payment inquiries. In this role, you will act as a liaison between the customer, field personnel and office staff, identifying complex meter and billing issues, resolving issues related to customer payment inquiries, providing information on company products and programs offered while ensuring the highest level of customer service satisfaction.

Requirements

• High School Diploma or GED required; Associate Degree preferred.
• Two years' experience in a customer service environment handling incoming/outgoing calls required.
• Utility experience or experience working in a call center environment is a plus.
• Knowledge of computer systems and Microsoft Office (Excel & Word) required.
• Experience with accounting or billing software is a plus.
• Flexible with working shifts and additional hours when required.
• Travel to various company locations and a driver's license required.
• Demonstrated ability to effectively communicate with customers in a fast-paced environment.
• Excellent written and verbal communication skills required.
• Ability to set priorities, plan and coordinate work activities to accomplish work objectives.
• Pass company Customer Service Training.
• Pass company testing and DOT drug testing required.
• Speaking French would be considered an asset.

Responsibilities

• Ensure a smooth flow of information between all departments.
• Provide office support and post payments.
• Perform collections operations.
• Assist customer walk-ins.
• Travel to various company sites when needed.
• Work additional hours when company emergencies occur.
• Effectively convey emergency and policy information to customers.
• Research and analyze results with internal and external customers.
• Prioritize situations as they arise on a daily basis.
• Work outside of normal work schedule for storm assignments when necessary.

Benefits

• Company funded Pension program
• 401k with Company match
• Full insurance benefits (health/dental/vision/life)
• 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

What This Job Offers

• Job Type: Full-time
• Industry: Utilities
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees