Representative I, Customer Service

Liberty•Village of Massena, NY

8d•$20

About The Position

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.PurposeOur 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 inquires, providing information on company products and programs offered while ensuring the highest level of customer service satisfaction.Accountabilities Our Customer Service Representatives are responsible for ensuring a smooth flow of information between all departments, provide office support, post payments, perform collections operations, assist customer walk-ins, travel to various company sites when needed and work additional hours when company emergencies occur Candidates must have strong communication skills and be able to effectively convey emergency and policy information to our customers and have the ability to research and analyze results with our internal and external customers relating to office, field operations, accounting matters with prioritizing situations as they arise on a daily basis Responsible for work outside of normal work schedule for storm assignments when necessary

Requirements

High School Diploma or GED required. Associate degree preferred.
Two years’ experience working in a customer service environment handling incoming/outgoing calls required. Utility experience or experience working in a call center environment a plus!
Knowledge of computer systems and Microsoft Office (Excel & Word) required. Experience with accounting or billing software a plus.
Flexible working shifts and additional hours when required.
Travel to various company locations and driver’s license required.
Demonstrated ability to effectively communicate with customers in a fast-paced environment while developing positive customer relations, anticipating, identifying and responding to customer needs required.
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 all drug testing requirements

Nice To Haves

Utility experience or experience working in a call center environment a plus!
Experience with accounting or billing software a plus.
Speaking French would be considered an asset

Responsibilities

ensuring a smooth flow of information between all departments
provide office support
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 our customers
research and analyze results with our internal and external customers relating to office, field operations, accounting matters with prioritizing situations as they arise on a daily basis
work outside of normal work schedule for storm assignments when necessary