Liberty

Liberty - Merrick, NY

Full-time - Entry Level

Merrick, NY

501-1,000 employees

Merchant Wholesalers, Durable Goods

About the position

The Customer Service Representative at Liberty is responsible for delivering prompt and professional service to both internal and external customers through various communication channels. This role involves handling customer inquiries, resolving issues, and supporting other departments as needed, all while ensuring compliance with company policies and regulatory rules.

Responsibilities

• Respond to all incoming customer inquiries including emergency calls, service connects, disconnects, and new service installations.
• Handle rate, billing, and payment inquiries, as well as water quality complaints.
• Resolve high bill complaints and identify complex meter and billing situations.
• Negotiate and establish payment arrangements with customers.
• Provide information on products and programs offered by the company and generate referrals to appropriate departments.
• Promote low-income and water efficiency programs.
• Process payments and communicate with customers electronically and via phone or in person.
• Perform back office, walk-in, and cashiering responsibilities as assigned.
• Act as a liaison between customers, field personnel, and office staff.
• Respond to emergency call-outs and extended work hours during company emergencies.
• Ensure compliance with Liberty Utilities' policies, procedures, and NY PSC regulatory rules.

Requirements

• High School Diploma or GED required; Associate Degree preferred.
• 2 years of experience in a customer service environment handling incoming/outgoing calls.
• Knowledge of computer systems and Microsoft Office (Excel & Word) required.
• Experience with accounting or billing software is a plus.
• Must be available during emergencies and flexible with working longer shifts and additional hours.
• Excellent written and verbal communication skills required.
• Ability to set priorities, plan, and coordinate work activities effectively.
• Experience with cash register operations and payment processing.
• Ability to communicate emergency information clearly and effectively.
• Experience with electronic data storage processes and business-filing systems preferred.
• Ability to read and process customer applications, street addresses, and legal documents at a college level.
• Ability to perform math calculations and detect errors in meter readings and billing calculations.

Nice-to-haves

• Experience with electronic data storage processes and business-filing systems.
• Ability to communicate recommendations regarding policy development and implementation.

Benefits

• 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