Analyst, Customer Advocacy

Liberty; Joplin (MO); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401K plan with match

Annual bonus eligibility

Life insurance

Short/long-term disability

Employee stock purchase program

Headspace account

Job summary

Algonquin Power & Utilities Corp. (AQN), the parent of Liberty, is seeking a Customer Advocacy Analyst to analyze customer interactions, identify trends, and support continuous improvement in Customer Care.

You will assist with escalated regulatory and/or legal complaints and help with data requests, requiring strong analytical skills and data-driven problem solving. You will collaborate with the Manager of Customer Advocacy and cross-functional teams to align strategies, ensure accuracy,

Qualifications

• Bachelor's degree or equivalent preferred with strong analytical abilities.
• Minimum of 3 years' experience handling customer interactions and investigations.
• Proficiency in data analysis and CRM systems; ability to present data effectively.

Responsibilities

• Investigate and analyze customer complaints escalated to the department, identifying root causes and recommending resolutions.
• Collaborate with the Manager of Customer Advocacy to ensure thorough and timely responses to escalations and complaints.
• Stay informed on industry best practices and regulatory requirements related to customer service and data handling.
• Assist in developing and implementing best practices for complaint resolution and data management.
• Assist with customer care data requests, ensuring accuracy, confidentiality, and compliance with company policies and regulations.
• Collect, analyze, and interpret customer interaction data to identify trends and insights that drive service improvements.
• Support process optimization initiatives within Customer Care to enhance efficiency and effectiveness.
• Work closely with cross-functional teams, including Quality Assurance, Training, and Operations, to align customer service strategies.
• Assist with providing reporting and insights on key customer service metrics, highlighting areas for improvement.

Skills

Analytical skills

Data analysis

Education

Bachelor's degree or equivalent

Tools

CRM systems

Job description

Algonquin Power & Utilities Corp. (AQN), parent company of Liberty, is a diversified international generation, transmission, and distribution utility. AQN is committed to providing safe, reliable, and cost-effective energy and water solutions through our portfolio of utility investments to over one million customer connections, largely in the United States and Canada.

At Algonquin, our vision is to be the most trusted utility service provider in North America – a premium regulated utility, known for our customer focus, commitment to sustainability, and strong community partnerships. Our employees are at the heart of that vision. We believe that when people are empowered to learn, grow, and contribute their ideas, we can achieve remarkable results together.

We are building a culture that values integrity, inclusivity, and innovation. By joining Algonquin, you’ll be part of a team that is shaping the future of energy and water, while creating long-term value for our customers, communities, employees, and shareholders.

Purpose

This role is responsible for analyzing customer interactions, identifying trends, and supporting continuous improvement initiatives within the Customer Care department. In addition to daily responsibilities, this role will assist the Manager of Customer Advocacy with investigating escalated regulatory and/or legal complaints and assisting with customer care data requests. This position requires strong analytical skills, problem-solving abilities, and a customer-focused mindset to enhance service delivery and customer satisfaction.

Accountabilities

• Investigate and analyze customer complaints escalated to the department, identifying root causes and recommending resolutions.
• Collaborate with the Manager of Customer Advocacy to ensure thorough and timely responses to escalations and complaints.
• Stay informed on industry best practices and regulatory requirements related to customer service and data handling.
• Assist in developing and implementing best practices for complaint resolution and data management.
• Assist with customer care data requests, ensuring accuracy, confidentiality, and compliance with company policies and regulations.
• Collect, analyze, and interpret customer interaction data to identify trends and insights that drive service improvements.
• Support process optimization initiatives within Customer Care to enhance efficiency and effectiveness.
• Work closely with cross-functional teams, including Quality Assurance, Training, and Operations, to align customer service strategies.
• Assist with providing reporting and insights on key customer service metrics, highlighting areas for improvement.

Education and Experience

• Bachelor's degree or equivalent preferred
• Minimum of 3 years' experience preferred
• Strong analytical skills with the ability to interpret and present data effectively.
• Experience handling sensitive customer complaints and providing thorough resolutions.
• Proficiency in data analysis tools and customer relationship management (CRM) systems.

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, paid 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

Our purpose is sustaining energy and water for life, and it is 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 is how we create value as an organization—it is what drives us every day to fulfill our purpose.

Our Vision

We better the lives of our customers and communities. Our vision is what we see as possible. It's where we aspire to be, what we want to achieve and how we'll make an impact. It guides and keeps us on the right path as we work towards fulfilling our purposes.

Our Guiding Principles

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

We are focused on building a diverse and inclusive workforce.

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 our employees and expect each of our employees to honour this commitment in their daily responsibilities.