Customer Service Representative

Customer Service Representative

New York - American Water Company Merrick, NY, US, 11566 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: 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.

Union Rate: $23/hr

Accountabilities:

• 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
• Expected to 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.
• Other duties as assigned.

Education and Experience:

• 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, vendor invoices, state statutes, federal laws, service area maps, correspondence and legal documents and contracts, and property legal descriptions at a college level.
• Ability to perform math calculations (add, substract, estimate). Ability understand and detect errors in meter readings and billing calculations.
• Work requires the ability to document customer related issues and summarize research performed as it relates to all office operations. Documentation of follow-up, prepare and maintain reports and records.
• Work is widely varied, to include involvement with customers, customer service operations, field operations and accounting. Must learn and understand the interdependency of all company operations and be able to analyze and prioritize situations as they arise on a daily basis.
• Capable of making decisions that are within Liberty's business standards and guidelines; and New York rules and regulations, seeking assistance when necessary. Must be able to perform duties and function effectively with minimal supervision.
• Valid driver's license is required.

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 and communities. Our vision is what we see as possible. It's where we aspire to be, what we want to achieve and how we'll make an impact. It guides and keeps us on the right path as we work towards fulfilling our purposes.

Our Guiding Principles:

• Customer Centric
• Integrity
• Entrepreneurial
• Teamwork
• Owner mindset
• Outcome focused
• Continuous learning

What we offer:

• Collaborative environment with a genuine flexible working policy
• 401k Plan with matching
• Share purchase/match plan
• Leadership Development Program
• Volunteer paid days off
• Employee Assistance Program
• Achievement fund
• Free parking
• Variety of Health & Wellness programs
• Discount and Perks program

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further. We are an equal opportunity employer and value each person's unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all our employees and expect each of our employees to honour this commitment in their daily responsibilities.