Senior Bilingual Representative, Customer Service

At Algonquin-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
The Senior Customer Service Representative (Senior CSR) presents professionally and shares a positive and upbeat attitude with their team members and clients. The Senior CSR is responsible for providing exceptional Customer Service to Liberty clients and customers accessing the company by telephone, email and/or coming into Liberty locations.  The Senior CSR provides the first point of contact for all inbound and outbound customer support and must represent the company and our Customer Service philosophy with the utmost integrity.  The Senior CSR will ensure all clients are greeted in a courteous and professional manner and will assist the customer according to company procedure and policies. In addition to providing service to external customer and clients, this role also supports our internal clients administrative requirements in support of business operations. 
Accountabilities
Greet customers via phone and email in a professional and courteous manner. Provide general information, facilitating payments, processing applications for service and service disconnections, facilitating customer moves, additions and changes, and answer billing inquiries.
• Ability to communicate with customers in both official languages French and English) written and spoken word.
• Exercising diplomacy when dealing with difficult customers and escalate issues as required to provide customer satisfaction and prompt issue resolution. Consistently maintaining a positive attitude when interacting with all customers, co-workers and company visitors.
• Provide ongoing communication to customers regarding the status of service requests.
Emergency Response
• Receive and dispatch Emergency Calls and Priority Calls ( No heat and No Hot Water) to field staff or Work Management staff as required by following all Liberty Emergency Protocols
Administrative Support
• Document customer feedback details on customer account.
• Back office administration support, submit and complete refund requests for customers as required, out going mail, sorting in coming mail and accepts office deliveries and notify recipients.
• Support Collections efforts by outbound calling and setting up Special Payment Arrangements with customers to avoid disconnections.
• Support Business and Community Development team.
• Generate field service orders for disconnections of reconnection of service for non payment and reconnection of service/check high usage and low usage.
• Close out maintenance service orders and post readings on routine service orders. Accurately maintain and balance cash drawer daily . Reconcile payment batches with receipts and process payments.
Productivity Statistics
• Meet or exceed performance metrics set out by supervisor or manager including but not limited to; Telephone productivity, Quality, Work order accuracy, Attendance and Adherence to Schedule.
Problem Solving, Policy and Procedures
• Perform duties in compliance with laws, regulations, company policies and procedures. Adhere to Liberty Utilities security policies. Provide accurate information regarding Liberty Utilities services and guidelines.
• Follow process and procedures when dealing with customer's problems and take appropriate action using best judgement to resolve the problem.
Education and Experience
-College or professional program of 3 years or less                               
-1-3 years of experiences           
-Job requirement fluently bilingual(French/English).
-Job requires a minimum of one year experience in a Customer Service and/or reception, or any combination of academic education, professional training or work experience which demonstrates the potential to perform the duties of this position.  Ability to type 45 words per minute is required. Testing required. 
Years of Experience
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
What we offer 
Collaborative environment with a genuine flexible working policy
Share purchase/match plan
A defined contribution savings plan
Leadership Development Program
Volunteer paid days off
Employee Assistance Program
Achievement fund
Group Benefit Plan
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 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.