Customer Call Center Representative

The Customer Service Representative is responsible for providing exceptional customer service to Liberty Utilities clients and customers accessing the company by telephone, electronic systems or coming in to Liberty Utilities locations. The Customer Representative provides the first point of customer contact for all inbound and outbound customer support and must represent the company and our customer service philosophy with the utmost integrity. The Customer Representative will ensure that all clients are greeted in a warm and professional manner and that their needs are met.

Accountabilities

• Answer and route incoming calls, providing general information, facilitate payments, process applications for service and service disconnections, facilitate 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 judgment 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.
• Provide accurate information regarding our services and service guidelines.
• Perform duties in compliance with laws, regulations, company policies and procedures.

Education and Experience

• High school diploma or equivalent GED
• Minimum of one year customer service experience. Utility experience a plus.
• Pass company Call Center Simulation
• Professional and courteous telephone manner and high level understanding of privacy and confidentiality related to position
• Good understanding of Customer Information Systems. Experience with Cogsdale or Banner 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
• Possess above average math skills
• Proficient keyboarding skills
• Detail oriented and able to function in a fast paced and changing environment

Job Type: Full-time

Salary: $20.89 per hour

Benefits:

• 401(k)
• Dental insurance
• Paid time off

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Education:

• High school or equivalent (Required)

Work Location: In person