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.<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Purpose</H2> </div><div>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. </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Accountabilities</H2> </div><div><ul type="disc"> <li>Overseeing resolution of employee relations issues and ensuring achievement of performance and productivity standards.</li> <li>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.</li> <li>Monitor daily individual, team, and queue performance, as well as understanding the impacts to the business and taking appropriate action.</li> <li>Developing and implementing procedural best practices to ensure all working practices are compliant with company policies and regulatory requirements.</li> <li>Fostering an environment that self-motivates and empowers employees.</li> <li>Collaborating with other departments to maximize effectiveness. </li> <li>Able to work flexible hours, available to work during emergencies.</li> <li>Support Customer Care initiatives.</li> <li>Inspires excellence through strong communication of the company’s vision and strategic targets to support a motivated and positive work culture</li> <li>Manages interviewing, selection and onboard of new Call Center Staff as needed</li> <li>Assists staff and/or handles complex customer issues. </li> <li>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.</li> <li>Assists with data collection for daily, monthly, quarterly and annual reports.</li> <li>Possess a positive “can do” attitude and work well in a team environment.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Education and Experience</H2> </div><div><ul type="disc"> <li>Bachelor’s degree preferred. </li> <li>5 years of direct Customer Service/Call Center leadership experience required.</li> <li>Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)</li> <li>Knowledge of rules and regulations related to consumer billing for gas, electric and water desired.</li> <li>Strong analytical and organizational skills with attention to detail and demonstrated ability to multi-task.</li> <li>Problem solving and the ability to work collaboratively with others to resolve complex issues with innovative solutions.</li> <li>Possess well developed interpersonal and leadership skills, ability to lead, coach and mentor staff.</li> <li>Cash management and Billing Systems experience preferred.</li> <li>Solid understanding of utility systems, processes, practices, and procedures to ensure compliance with legislation and regulations desired.</li> <li>Strong interpersonal and written communications skills including the ability to communicate effectively both internally and externally.</li> <li>Aptitude to quickly learn new systems and applications.</li> <li>Valid driver’s license required.</li> </ul></div></div></div>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 <ul> <li>Customer Centric</li> <li>Integrity</li> <li>Entrepreneurial</li> <li>Teamwork</li> <li>Owner mindset</li> <li>Outcome focused</li> <li>Continuous learning</li> </ul> <a name="_Hlk85105780"></a>What we offer Collaborative environment with a genuine flexible working policy 401k Plan with matching Share purchase/match plan Leadership Development Program Volunteer paid days off Employee Assistance Program Achievement fund Free parking Variety of Health & Wellness programs Discount and Perks program We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further. 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.

Supervisor, Customer Care (Londonderry, NH, US, 03053) @ Liberty Utilities (Canada) Corp.

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