Supervisor, Customer Care

Massena, NY, US, 13662

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.

At 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

Responsible for supervising a dynamic customer service team handling all inbound and outbound customer contacts (calls, email, correspondence, etc.) and customer handling in our Walk-In Center. In this role you will focus on quality customer service and achieving the various measures of service levels as defined by Corporate, East Region and the Public Service Commission in multiple states. This position reports to the Sr. Manager of Customer Service.

Accountabilities

• Overseeing resolution of employee relations issues and ensuring achievement of performance and productivity standards.

• Developing employee’s skills, evaluating performance, and providing ongoing coaching to each Representative concerning quality, reliability, and productivity to ensure goals are met or exceeded.

• Monitor daily individual, team, and queue performance, as well as understanding the impacts to the business and taking appropriate action.

• Developing and implementing procedural best practices to ensure all working practices are compliant with company policies and regulatory requirements.

• Fostering an environment that self-motivates and empowers employees.

• Collaborating with other departments to maximize effectiveness.

• Able to work flexible hours, available to work during emergencies.

• Support Customer Care initiatives.

• Inspires excellence through strong communication of the company’s vision and strategic targets to support a motivated and positive work culture.

• Manages interviewing, selection and onboard of new Call Center Staff as needed.

• Assists staff and/or handles complex customer issues.

• Works with leadership to identify and implement service and process improvements to increase efficiency and quality of service. Lead and implement initiatives to improve CSAT and employee engagement.

• Assists with data collection for daily, monthly, quarterly, and annual reports.

• Possess a positive “can do” attitude and work well in a team environment

Education and Experience

• Bachelor’s degree preferred.

• 5 years of direct Customer Service/Call Center leadership experience required.

• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)

• Knowledge of New York rules and regulations related to consumer billing for gas desired.

• Strong analytical and organizational skills with an attention to detail and demonstrated ability to multi-task.

• Problem solving and the ability to work collaboratively with others to resolve complex issues with innovative solutions.

• Possess well developed interpersonal and leadership skills, ability to lead, coach and mentor staff.

• Cash management and Billing Systems experience preferred.

• Solid understanding of utility systems, processes, practices, and procedures to ensure compliance with legislation and regulations desired.

• Strong interpersonal and written communications skills including the ability to communicate effectively both internally and externally.

• Aptitude to quickly learn new systems and applications.

• Flexible with traveling within the US & Canada. (Valid US Passport required)

• Valid driver’s license required.

SALARY RANGE:$77,730-$116,596

Years of Experience

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally.

For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged – Sustaining Energy and Water for Life.

Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction.

With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our “Think Global, Act Local” business model.

What we offer

Company funded Pension program

401k with Company match

Full insurance benefits (health/dental/vision/life)

Collaborative environment with a genuine flexible working policy

Share purchase/match plan

Defined Contribution savings plan

Top Talent Program

Volunteer paid days off

Employee Assistance Program

Achievement fund

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.

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