Analyst II, Customer Advocacy

Liberty; Joplin (MO); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, and Vision coverage

401K plan with 5% match

Annual bonus eligibility

Life insurance

Disability insurance

Employee Stock Purchase Program

Headspace access

Paid vacation and holidays

Tuition reimbursement and professional

development opportunities

Culture and flexible work environment

Job summary

Algonquin Power & Utilities Corp. (AQN), parent company of Liberty, seeks a Customer Care Data Analyst to analyze customer interactions, identify trends, and support continuous improvement initiatives within the Customer Care department.

The role collaborates with the Manager of Customer Advocacy on escalations, data requests, and regulatory considerations while delivering insights to drive service improvements and customer satisfaction.

Qualifications

• 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 CRM systems.

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.
• Handle and manage 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 Voice of the Customer, Training, and Operations, to align customer service strategies.
• Provide reporting and insights on key customer service metrics, highlighting areas for improvement.
• Provide training or guidance to junior analysts and customer care representatives as needed.

Skills

Analytical thinking

Problem solving

Customer focus

Data presentation

Communication

Education

Bachelor's degree

Tools

CRM systems

Data analysis tools

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.
• Handle and manage 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 Voice of the Customer, Training, and Operations, to align customer service strategies.
• Provide reporting and insights on key customer service metrics, highlighting areas for improvement.
• Provide training or guidance to junior analysts and customer care representatives as needed.

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.

As the successful candidate

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.