Senior Representative, Customer Service (Bilingual)

Liberty Utilities; New Brunswick; On-site; CAD 45,000 - 60,000; Full time

Job summary

A utility service provider in Canada is seeking a Senior Customer Service Representative to provide exceptional service via phone, email, and in-person at locations. This role requires effective communication skills in both French and English, with a focus on customer satisfaction and administrative support. Ideal candidates will have a college-level education and prior experience in customer service. The company offers a flexible work environment and various employee perks.

Benefits

Flexible, collaborative work environment

Share purchase / match plan

Defined contribution savings plan

Leadership Development Program

Volunteer paid days off

Employee Assistance Program

Achievement fund

Health & Wellness programs

Discount and Perks program

Qualifications

• 1-3 years of experience in customer service or reception.
• Fluent bilingual in French and English, both written and spoken.
• Ability to type 45 words per minute; testing required.

Responsibilities

• Greet customers via phone and email professionally.
• Manage customer payments and service applications.
• Provide emergency response and dispatch services.
• Support back-office operations and maintain documentation.

Skills

Bilingual (French and English)

Customer service

Effective communication

Problem-solving

Education

College or professional program of 3 years or less

Job description

Overview

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.

The Senior Customer Service Representative (Senior CSR) presents professionally and shares a positive and upbeat attitude with team members and clients. The Senior CSR is responsible for providing exceptional customer service to Liberty clients and customers via telephone, email, and in person at Liberty locations. This role serves as 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 ensures clients are greeted courteously and professionally and assists customers according to company policies. Additionally, this role supports internal clients with administrative requirements to support business operations.

Responsibilities

• Greet customers via phone and email professionally and courteously. Provide general information, facilitate payments, process service applications and disconnections, assist with customer moves, additions, and changes, and answer billing inquiries.
• Communicate effectively with customers in both French and English, written and spoken.
• Exercise diplomacy when dealing with difficult customers and escalate issues as needed to ensure customer satisfaction and prompt resolution. Maintain a positive attitude when interacting with customers, co-workers, and visitors.
• Provide ongoing communication regarding the status of service requests.
• Emergency Response: 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: Document customer feedback, support back-office operations such as processing refunds, handling mail, and office deliveries. Support collections by outbound calls and setting up payment arrangements to prevent disconnections. Generate field service orders for disconnections or reconnections, and routine service order updates. Maintain and reconcile cash drawer and payment batches accurately.
• Productivity Statistics: Meet or exceed performance metrics including telephone productivity, quality, work order accuracy, attendance, and adherence to schedule.
• Problem Solving, Policy, and Procedures: Perform duties in compliance with laws, regulations, policies, and procedures. Follow process when dealing with customer issues and resolve problems using best judgment.

Education and Experience

• College or professional program of 3 years or less.
• 1-3 years of experience preferred.
• Fluent bilingual in French and English, both written and spoken.
• Minimum one year experience in customer service or reception, or equivalent combination of education and experience. Ability to type 45 words per minute; testing required.

Our purpose is to sustain energy and water for life, demonstrated in everything we do as a business and as an employee team.

Our Mission

We provide safe, secure, reliable, cost-effective, and sustainable energy and water solutions. Our mission drives us daily to fulfill our purpose.

Our Vision

We aim to improve the lives of our customers and communities. Our vision guides us towards achieving this impact and our aspirations.

Core Values

• Customer Centric
• Integrity
• Teamwork
• Outcome-focused
• Continuous learning

What we offer

• Flexible, collaborative work environment
• Share purchase / match plan
• Defined contribution savings plan
• Leadership Development Program
• Volunteer paid days off
• Employee Assistance Program
• Achievement fund
• Health & Wellness programs
• Discount and Perks program

We value diversity and inclusion. If you\'re interested in this role but do not meet all qualifications, we encourage you to apply to explore this opportunity further.

We are an equal opportunity employer, committed to a safe, healthy, and respectful environment, utilizing the abilities of all employees.