Senior Representative, Customer Service (Bilingual)

Liberty; Fredericton; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading energy and water services provider is seeking a Senior Customer Service Representative in Fredericton, Canada. The role involves providing exceptional customer service, handling inquiries, and supporting internal administrative functions. Requirements include being bilingual in French and English, along with relevant customer service experience. The position offers a flexible and collaborative work environment with various employee benefits.

Benefits

Flexible work environment

Defined contribution savings plan

Employee Assistance Program

Group benefits and wellness programs

Qualifications

• 1-3 years of customer service experience preferred.
• Typing speed of 45 WPM required.
• Experience in administrative support is a plus.

Responsibilities

• Provide exceptional customer service via phone, email, and in-person.
• Handle incoming and outgoing customer support calls.
• Document customer feedback and assist in back-office tasks.

Skills

Bilingual in French and English

Customer service skills

Effective communication

Problem-solving abilities

Education

College or professional program

Job description

At Algonquin-Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust, and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.

Purpose

The Senior Customer Service Representative (Senior CSR) presents professionally and shares a positive and upbeat attitude with team members and clients. The Senior CSR provides exceptional customer service to Liberty clients and customers via telephone, email, and in-person at Liberty locations. This role is the first point of contact for all inbound and outbound customer support, representing the company and our customer service philosophy with integrity. The Senior CSR greets clients courteously and professionally, assisting them according to company policies. Additionally, the role supports internal administrative functions to aid business operations.

Accountabilities

1. Greet customers via phone and email professionally and courteously, providing information, facilitating payments, processing service applications and disconnections, and handling billing inquiries.
2. Communicate effectively in both official languages, French and English, in written and spoken forms.
3. Handle difficult customers diplomatically, escalating issues as needed to ensure satisfaction and prompt resolution. Maintain a positive attitude with all customers, colleagues, and visitors.
4. Provide ongoing updates to customers regarding the status of their service requests.

Emergency Response

1. Receive and dispatch emergency and priority calls (e.g., No heat, No hot water) to field or work management staff following Liberty Emergency Protocols.

Administrative Support

1. Document customer feedback on accounts.
2. Support back-office administration, including submitting refunds, handling mail, and office deliveries.
3. Assist collections by outbound calls and setting up payment arrangements.
4. Support Business and Community Development teams.
5. Create field service orders for disconnections and reconnections due to non-payment or high/low usage.
6. Close maintenance service orders, post readings, and reconcile payments daily.

Productivity Statistics

1. Meet or exceed performance metrics such as call productivity, quality, work order accuracy, attendance, and schedule adherence.

Problem Solving, Policy, and Procedures

1. Perform duties in compliance with laws, regulations, and company policies. Follow security policies and provide accurate service information.
2. Address customer issues following established processes, using judgment to resolve problems effectively.

Education and Experience

1. College or professional program of up to 3 years.
2. 1-3 years of experience preferred.
3. Fluent bilingualism in French and English required.
4. Minimum one year of customer service or reception experience preferred, with typing speed of 45 WPM; testing required.

Our purpose is to sustain energy and water for life, demonstrated in all our actions.

Our Mission

We provide safe, reliable, cost-effective, and sustainable energy and water solutions, creating value and fulfilling our purpose.

Our Vision

We aim to improve the lives of our customers and communities, aspiring to be a leader in our field.

Our Guiding Principles

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

What We Offer

• Flexible, collaborative work environment
• Share purchase/match plan
• Defined contribution savings plan
• Leadership development
• Volunteer paid days off
• Employee Assistance Program
• Achievement fund
• Group benefits and wellness programs
• Employee discounts and perks

We value diversity and inclusion. If interested but unsure about meeting all qualifications, we encourage you to apply to explore this opportunity. We are an equal opportunity employer committed to a respectful, healthy, and safe environment for all employees.