Representative, Customer Service (Contact Center)

Liberty; Joplin (MO); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

401K with match

Annual bonus

Life insurance

Disability insurance

Employee Stock Purchase Program

Headspace access

Paid vacation & holidays

Tuition reimbursement

Professional development

Certification cost reimbursement

Team culture & flexible work

Job summary

Algonquin Power & Utilities Corp., parent company of Liberty, is seeking a Customer Service Representative to create positive customer experiences both in person and over the phone. You’ll be the face of Liberty, delivering top‑notch service in a dynamic, team‑oriented environment.

Hours are Monday – Friday, with a 30‑minute lunch, and you’ll support service requests, billing inquiries, and routine communications while maintaining privacy and accuracy in a fast‑paced setting.

Qualifications

• At least 2 years of prior customer service experience is highly preferred.
• High school diploma or equivalent.
• A professional and courteous telephone manner.
• High level understanding of privacy and confidentiality related to position.
• A good understanding of Customer Information Systems. Experience with Cogsdale is an asset.
• Experience dealing with difficult customers and resolving issues with a positive attitude.
• Excellent communication and interpersonal skills, concise and consistent.
• Proficient with Microsoft Word and Excel.
• Proficient keyboarding skills.
• Detail oriented in a fast-paced environment.
• Basic arithmetic skills for daily tasks.
• Occasional physical activities may be required.

Responsibilities

• Be the first point of contact for customers via phone.
• Provide information, process payments, and handle service applications and disconnections.
• Coordinate with field and office teams on routine and emergency situations.
• Communicate status of service requests to customers.
• Generate service orders for reconnection or high usage checks.
• Close maintenance service orders and post readings.
• Escalate issues to ensure customer satisfaction and prompt resolution.
• Document customer feedback for follow-up.
• Maintain a positive, courteous demeanor with customers and colleagues.
• Adhere to telephone etiquette and service guidelines.
• Perform other duties as assigned.
• Ensure compliance with laws, policies and security requirements.

Skills

Customer service experience

Privacy & confidentiality

Microsoft Word & Excel

Cogsdale (asset)

Clear communication

Proficient keyboarding

Strong math basics

Education

High school diploma or equivalent

Tools

Cogsdale

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

Embark on a customer‑centric journey with us at Liberty! As a Customer Service Representative, your primary responsibility is to create positive customer experiences. You'll play a crucial role in ensuring customer satisfaction. In this role, you'll be the face of our company, providing top‑notch service both in person and over the phone. If you're passionate about delivering exceptional customer service, thrive in a dynamic environment, and are ready to contribute your skills to a team‑oriented company.

Hours are Monday – Friday from 9:30am-6:00pm with a 30‑minute lunch.

Accountabilities

• Act as the first point of contact for all customers on the phone. This includes answering and routing in‑coming calls, providing general information, facilitating payments, processing applications for service and service disconnections, facilitating 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 judgement 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.
• Use appropriate telephone etiquette when talking with customers.
• Providing accurate information regarding our services and service guidelines.
• Perform miscellaneous job‑related duties as assigned.
• Perform duties in compliance with laws, regulations, company policies and procedures.
• Adheres to Liberty Utilities security policies

Education and Experience

• At least 2 years of prior customer service experience is highly preferred
• High school diploma or equivalent
• A professional and courteous telephone manner
• High level understanding of privacy and confidentiality related to position
• A good understanding of Customer Information Systems. Experience with Cogsdale 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
• Proficient keyboarding skills
• Detail oriented and able to function in a fast paced and changing environment
• Requires above average math skills with the ability to perform basic addition, subtraction, multiplication and division.
• Requires proficient computer skills for data entry, reporting, reference and/or retrieval tasks.
• Requires occasionally performing activities including, but not limited to, bending, stooping, grasping, reaching, twisting, turning and or lifting.
• Other duties maybe assigned

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, 5 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.