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
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, we want to hear from you! Apply now and become an integral part of our customer-focused team. Your exciting career awaits! 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
Liberty
Ontario Canada
www.libertyutilities.com
