Specialist, Customer Care

  • Green Job Crawler
  • Massena, NY
  • 03 Dec, 2019

Job Description

Specialist, Customer Care Summary Title:Specialist, Customer Care ID:105971 Subsidiary:Liberty Utilities Department:Customer Care, Billing Operations, Credit & Collections Location:Massena, NY Country:United States Zip/Postal Code:13662 Description Our vision is to be the utility company most admired by customers, communities and investors for our people, passion and performance. Purpose The Customer Care Specialist is responsible for providing support to front line employees in Customer Care (Customer Service, Billing & Collections); and administrative responsibilities supporting the Customer Care Supervisor with local and regional initiatives. Accountabilities + Support Customer Care Department in the day to day operations, applying excellent customer service skills and teamwork practices. + Develop a strong understanding of CS, Billing & Collections processes, supporting associated audit processes & procedures and regulatory compliance. + Serve as Subject Matter Expert proactively interfacing with all business areas (Customer Experience, Field Operations, Regulatory, Finance etc.) + Proactively identifies and supports the development and administration of training local, regional and company-wide policies, procedures, & job-aid references. + May provide assistance in quality monitoring, coaching and feedback to front-line employees + Support timely and accurate compilation of reporting relative to Customer Experience, including but not limited to Regulatory filings, departmental, regional and corporate scorecard metrics. + Support special projects and provide supervisory coverage when the need arises. + Flexible with traveling to offsite locations, on occasion + Valid driver’s license required + Possess a valid US Passport or have the ability to attain one + Requires availability in case of operational and/or emergencies Education & Experience + Support Customer Care Department in the day to day operations, applying excellent customer service skills and teamwork practices. + Develop a strong understanding of CS, Billing & Collections processes, supporting associated audit processes & procedures and regulatory compliance. + Serve as Subject Matter Expert proactively interfacing with all business areas (Customer Experience, Field Operations, Regulatory, Finance etc.) + Proactively identifies and supports the development and administration of training local, regional and company-wide policies, procedures, & job-aid references. + May provide assistance in quality monitoring, coaching and feedback to front-line employees + Support timely and accurate compilation of reporting relative to Customer Experience, including but not limited to Regulatory filings, departmental, regional and corporate scorecard metrics. + Support special projects and provide supervisory coverage when the need arises. + Flexible with traveling to offsite locations, on occasion + Valid driver’s license required + Possess a valid US Passport or have the ability to attain one + Requires availability in case of operational and/or emergencies 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. Benefits Collaborative environment with a genuine flexible working policy Share Purchase/Match Plan 401K Plan Free Refreshments Top Talent Program Volunteer Paid Days Off Employee Assistance Program Achievement Fund 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.