Liberty Utilities Sr. Specialist, Customer Service - Joplin Contact Center in Joplin, Missouri
Sr. Specialist, Customer Service - Joplin Contact Center
Title:Sr. Specialist, Customer Service - Joplin Contact Center
Department:Customer Care, Billing Operations, Credit & Collections
Our vision is to be the utility company most admired by customers, communities and investors for our people, passion and performance.
An opportunity to join a dynamic team driven to source, attract and engage diverse top talent across North America. Who is will to be responsible for ongoing training, quality assurance and improvement of process and procedures within the entire field of Customer Service.
Prepare and write documentation for training policies, procedures and training content
Proactively develop and manager the relationship with various departments, corporate or other regions in order to identify needs and requirements for an effective training curriculum.
Deliver training n various manners including classroom and one on one.
Participate in Train the Trainer sessions as required.
Lead the delivery of quality improvement with the customer service team. This includes monitoring and evaluating calls, taking the lead role of quality monitoring calibration session to ensure consistency in performance and administration.
Identifies issues within the customer service department, takes actions towards a resolution in a timely manner.
Reviews and audits complex system configuration including franchise fee, tax rules and rate rule to ensure regulatory compliance.
Works with customer service representatives to maximize productivity. Monitors effectiveness and reports accordingly to management.
Receives and processes complex escalated customer service requests. Further escalates items of a complex nature to the designated level of responsibility.
Responsible for entering trouble tickets when necessary and follow up to ensure issue is resolves. Provide updated documentation where processes changes as a result of the trouble ticket.
Support customer service initiatives and various special projects as assigned.
Policies and Procedures:
Perform duties in compliance with laws, regulations, company policies and procedures. Adhere to Liberty Utilities security policies. Provide accurate information regarding Liberty Utilities service and guidelines.
Education & Experience
High school degree or equivalent
3-5 years of experience
Strong knowledge and practices with developing training policies, procedures and materials is required.
Excellent technical writing and verbal communication skills is required.
Knowledge of regulatory rules and regulations is preferred.
Utility experience preferred.
Ability to perform advanced mathematical or moderately complex statistical accounting methods is desired.
Proficient in using relevant software ie. Microsoft office, Excel, Word, Power Point, Visio report generating software as well.
Algonquin Power & Utilities Corp is a North American diversified generation, transmission and distribution utility with $10+ billion of total assets. (APUC) delivers continuing growth through an expanding pipeline of renewable energy development projects, organic growth within its regulated distribution and transmission businesses, and the pursuit of accretive acquisitions.
The distribution business group (Liberty Utilities) provides rate regulated water, electricity and natural gas utility services to over 750,000+ customers in the United States. The transmission business group invests in rate regulated electric transmission and natural gas pipeline systems in the United States and Canada.
The generation business group (Liberty Power, formerly known as Algonquin Power) owns a portfolio of regulated and long term contracted North American based wind, solar, hydroelectric and thermal powered generating facilities representing more than 1.5+ GW of installed capacity.
Collaborative environment with a genuine flexible working policy
Share purchase/match plan
Top Talent Program
Volunteer paid days off
Employee Assistance Program
Free parking, including free electrical charging
We are focused on building a diverse and inclusive workforce. If you are excited about this role, and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.
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 of our employees and expect each of our employees to honor this commitment in their daily responsibilities.
As part of our commitment, we work to ensure our application process is accessible to all candidates. If you require special assistance or accommodation during the hiring process, please notify the Talent Acquisition Team.