Customer Care Representative I

Customer Care Representative I

Location:  Wilkes-Barre, PA, US

Job Description:

Workplace Environment:  Hybrid

Company:  UGI Utilities, Inc

Requisition Number: 29552 

At UGI Utilities, Inc. we believe in providing a superior range of energy products and services to our customers in a safe, affordable manner. As our energy needs evolve, UGI will be there providing safe and reliable service that brings warmth and comfort to our 750,000 customers in 45 counties in Pennsylvania and 1 county in Maryland.

We strive to reflect the communities we serve by attracting and retaining top talent, while maintaining a diverse workforce that embraces our culture of safety, service, and integrity. As an employee of UGI Utilities, you can expect a competitive total compensation plan and comprehensive benefits. Employees work in a collaborative environment, have upward mobility opportunities, and the ability to enjoy a true work life balance.

Apply to UGI Utilities today to share in our mission and support countless neighbors, friends, and families in providing best-in-class products and services!

Job Summary

Customer Service Consultants handle a variety of incoming customer phone calls, keeping in mind company policies and procedures while adhering to Pennsylvania Utility Commission (PUC) rules and regulations.  Customer Service Consultants handle complex inquiries independently or with very little assistance.  This role is the first point of contact for UGI customers and is best suited for those who are proactive and solution oriented.  The successful candidate for this position works well independently and can adhere to a strict schedule.  Customer Service Consultants will be trained to handle a variety of calls including gas emergencies and electric outages, new service applications, billing requests, and credit and collections inquiries.  

Candidates should feel comfortable working efficiently in a fast-paced environment.  During the training period, the hours for this position will be 8:00 AM – 5:00 PM, Monday through Friday.  Training is on-site and virtual, and employees must be able to report to the office as scheduled.  

After the initial training period has been completed, candidates must have the flexibility to work various shifts (determined by the department’s shift selection policy) as well as overtime on an as-needed basis.  

Customer Care Representatives who demonstrate the ability to achieve performance metrics and attendance requirements, will be eligible to work remotely and report to the office 1-2 months as needed.  It is estimated that a new Customer Care Representative may be eligible for remote work after 6-months based on training schedule and individual performance. 

Customer Care Representative – Start rate of $19.38 an hour. 

Customer Care Representatives will be eligible for promotion consideration after 2 years of service and demonstrated successful progression and performance.  

UGI provides Customer Care Representatives with opportunities for career progression. Come grow with us!

Duties and Responsibilities

• Handle customer calls in a timely and professional manner, following company-provided procedures.  Ensure accurate information is being provided to the customer.
• Demonstrate an understanding of policies and procedures to respond to customer calls, while striving for a reduction in the need for supervisor callbacks.
• Participate in voluntary and mandatory training opportunities. 
• Assist with floor training and/or shadowing opportunities when needed.
• Complete special assignments as needed in a timely manner.
• Responsible time and attendance. 
• Participate in mandatory and voluntary overtime as needed.

Knowledge, Skills and Abilities

• Intermediate proficiency in Microsoft Office Suite.
• High-level capacity for multitasking independently and on a computer.
• Excellent verbal and written communication skills using appropriate grammar, tone, and pronunciation.
• Exceptional organizational and time-management skills.
• Experience with SAP CRM and ECC systems a plus.
• Previous experience working for a utility company is a plus.
• Thorough understanding and adherence to PUC rules/regulations including Chapter 56 and Chapter 14, along with UGI policies/procedures a plus.

Education and Experience

• High School Diploma or equivalent
• Minimum of 1 year of experience in a customer service environment preferred.

UGI Utilities, Inc is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with UGI policies.

As a federal contractor that engages in safety-sensitive work, UGI cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

Nearest Major Market: Scranton
Nearest Secondary Market: Wilkes Barre