Job Description
Accountabilities
• Act as the first point of contact for all customers on the phone. This includes answering and routing in-coming calls, providing general information, facilitating payments, processing applications for service and service disconnections, facilitating customer moves, additions and changes, and answer billing inquiries.
• Communicate to field and office personnel regarding routine and emergency situations.
• Provide ongoing communication to customers regarding the status of service requests
• Generate service orders for reconnection of service/check high usage.
• Close out maintenance service orders and post readings on routine service orders.
• Use best judgement in dealing with any customer’s problem and take appropriate action to resolve the problem.
• Escalate issues as required to provide customer satisfaction and prompt issue resolution.
• Document customer feedback manually or online and refer to appropriate manager for follow-up.
• Maintain a positive attitude when interacting with all customers, co-workers and company visitors.
• Use tact and courtesy when dealing with difficult customers and referring customers to management if a problem cannot be resolved.
• Use appropriate telephone etiquette when talking with customers.
• Providing accurate information regarding our services and service guidelines.
• Perform miscellaneous job-related duties as assigned.
• Perform duties in compliance with laws, regulations, company policies and procedures.
• Adheres to Liberty Utilities security policies
Education and Experience
• At least 2 years of prior customer service experience is highly preferred
• High school diploma or equivalent
• A professional and courteous telephone manner
• High level understanding of privacy and confidentiality related to position
• A good understanding of Customer Information Systems. Experience with Cogsdale is an asset.
• Experience dealing with difficult customers and successfully resolving customer issues and concerns with a positive attitude.
• Excellent communication and interpersonal skills, able to be concise, clear and consistent.
• Proficient with Microsoft Word and Excel
• Proficient keyboarding skills
• Detail oriented and able to function in a fast paced and changing environment
• Requires above average math skills with the ability to perform basic addition, subtraction, multiplication and division.
• Requires proficient computer skills for data entry, reporting, reference and/or retrieval tasks.
• Requires occasionally performing activities including, but not limited to, bending, stooping, grasping, reaching, twisting, turning and/or lifting.
• Other duties maybe assigned
What We Offer
As a valued member of our team, you will enjoy competitive pay that reflects your skills and experience. You will also have access to a comprehensive benefits package that includes:
- Medical, Dental, and Vision coverage & a 401K plan with a 5% match, effective day one
- Annual bonus and merit increase eligibility
- Life insurance, and short-term & long-term disability
- Employee Stock Purchase Program
- Free Employee Assistance Program & Headspace account
- 3 weeks of vacation, 5 sick days, 12 paid company holidays, & 3 paid volunteer days
- Tuition reimbursement, professional development opportunities, & reimbursement for certification costs
- Reward & recognition programs, service awards, a great company culture, and a collaborative & flexible work environment