Manager, Customer Advocacy - Londonderry New Hampshire

Company: Liberty
Location: Londonderry, New Hampshire
Posted On: 01/21/2025

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.PurposeMonitor and manage the daily activities of all Customer Advocacy activities in accordance with company policies and procedures and all applicable governmental laws and regulations. Addressing and resolving complaints filed by regulatory bodies, the BBB, AG offices, and executive complaints throughout the Eastern Region. Ensuring adherence to regulations and timely responses within designated timeframes. Collaborating on providing data for incoming data requests and rate cases in the Eastern Region. Supporting the closed-loop process via our Qualtrics surveys to achieve positive CSAT outcomes. Other duties as assigned. Know and understand the regulatory rules within each state acting as a SME for other Customer Care employees. Manage/supervise assigned personnel as needed.AccountabilitiesComplaints

• Monitor, track and respond to all PUC, DOE, BBB, Attorney General and Executive Complaints.
• Ensure that we do not have more escalated complaints to the regulatory agencies than allowed, maximizing our PRA and reducing our NRA's.Regulatory
  • Filings/Reporting
  • Assist by producing data for data requests and upcoming rate cases.
  • Ensure monthly/quarterly/annual filings are completed on time.
  • Will be responsible to provide monthly reporting on all complaints to regulators, executives, and escalated complaints from the call center.CSAT & Surveys/Reporting
    • Ensure that the closed loop process is completed in a timely manner for our Qualtrics CSAT surveys. Ensure monthly reporting is sent to Sr. Leaders.Relationship with Regulators
      • Owns the relationship with the regulators. Will proactively act as the point person and attend monthly meetings with at least NH and NY, to ensure transparency of challenges
      • and maintain positive relationships.
        Projects
        • Assist on projects as assigned.Education and Experience
          • University - Bachelor degree or equivalent
          • 3+ years of experience
          • At least 1 year in a leadership capacity in lieu of the minimum management experience is an assetAlgonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billionof assets across North America and internationally.For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged - Sustaining Energy and Water for Life.Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3GW of renewable generation capacity in operation and under construction.With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our "Think Global, Act Local" business model.What we offerCompany funded Pension program401k with Company matchFull insurance benefits (health/dental/vision/life)Collaborative environment with a genuine flexible working policyShare purchase/match planDefined Contribution savings plan Top Talent ProgramVolunteer paid days offEmployee Assistance ProgramAchievement fund We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the 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. More...

                

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