Representative, Customer Service
Liberty, Joplin, MO, United States
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 will be the face of our company, providing top‑notch service both in person and over the phone. If you are 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. 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, including answering and routing incoming calls, providing general information, facilitating payments, and processing applications for service and service disconnections.
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 the 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 the 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 refer customers to management if a problem cannot be resolved.
Use appropriate telephone etiquette when talking with customers.
Provide 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.
Adhere 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 the 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 may be assigned.
What We Offer As a valued member of our team, you will enjoy competitive pay that reflects your skills and experience, and will have access to a comprehensive benefits package that includes:
Medical, Dental, and Vision coverage & a 401(k) plan with a 5% match, effective day one.
Annual bonus and merit increase eligibility.
Life insurance, and short‑term & long‑term disability.
Employee Stock Purchase Program.
Free Employee Assistance Program & Headspace account.
3 weeks of vacation, 5 sick days, 12 paid company holidays, and 3 paid volunteer days.
Tuition reimbursement, professional development opportunities, and reimbursement for certification costs.
Reward & recognition programs, service awards, a great company culture, and a collaborative & flexible work environment.
Equal 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.
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Accountabilities
Act as the first point of contact for all customers on the phone, including answering and routing incoming calls, providing general information, facilitating payments, and processing applications for service and service disconnections.
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 the 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 the 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 refer customers to management if a problem cannot be resolved.
Use appropriate telephone etiquette when talking with customers.
Provide 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.
Adhere 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 the 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 may be assigned.
What We Offer As a valued member of our team, you will enjoy competitive pay that reflects your skills and experience, and will have access to a comprehensive benefits package that includes:
Medical, Dental, and Vision coverage & a 401(k) plan with a 5% match, effective day one.
Annual bonus and merit increase eligibility.
Life insurance, and short‑term & long‑term disability.
Employee Stock Purchase Program.
Free Employee Assistance Program & Headspace account.
3 weeks of vacation, 5 sick days, 12 paid company holidays, and 3 paid volunteer days.
Tuition reimbursement, professional development opportunities, and reimbursement for certification costs.
Reward & recognition programs, service awards, a great company culture, and a collaborative & flexible work environment.
Equal 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.
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