Representative, Customer Service 1
Representative, Customer Service 1 Londonderry, NH, US, 03053 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 Our Customer Care Department in Londonderry has an opening for experienced Customer Service Representatives to join our Customer Service Team. Our Customer Service Representatives provide professional and prompt in-person and telephone service to our customers by responding to all incoming customer inquiries regarding emergency calls, service connects/disconnects, new service installations, rates, billing and payment inquiries. In this role, you will act as a liaison between the customer, field personnel and office staff, identifying complex meter and billing issues, resolving issues related to customer payment inquires, providing information on company products and programs offered while ensuring the highest level of customer service satisfaction. Accountabilities
- Our Customer Service Representatives are responsible for ensuring a smooth flow of information between all departments, provide office support, post payments, perform collections operations, assist customer walk-ins, travel to various company sites when needed and work additional hours when company emergencies occur
- Candidates must have strong communication skills and be able to effectively convey emergency and policy information to our customers and have the ability to research and analyze results with our internal and external customers relating to office, field operations, accounting matters with prioritizing situations as they arise on a daily basis
- Responsible for work outside of normal work schedule for storm assignments when necessary
- High School Diploma or GED required. Associate Degree preferred.
- Two years' experience working in a customer service environment handling incoming/outgoing calls required. Utility experience or experience working in a call center environment a plus!
- Knowledge of computer systems and Microsoft Office (Excel & Word) required. Experience with accounting or billing software a plus.
- Flexible with working shifts and additional hours when required.
- Travel to various company locations and driver's license required.
- Demonstrated ability to effectively communicate with customers in a fast-paced environment while developing positive customer relations, anticipating, identifying and responding to customer needs required.
- Excellent written and verbal communication skills required.
- Ability to set priorities, plan and coordinate work activities to accomplish work objectives.
- Pass company Customer Service Training
- Pass our company testing and DOT drug testing required
- Speaking French would be considered an asset
- 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