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Customer Care Representative I


Wilkes-Barre, PA, US

Company:  UGI Utilities, Inc

UGI Utilities, Inc. is a natural gas and electric utility company committed to delivering reliable, safe and affordable energy to our 700,000 customers in 45 counties in Pennsylvania and 1 county in Maryland. We pride ourselves on being a responsive, engaging energy company.  The foundation of our success lies in the strength of our 1,700 plus employees who strive to exceed the expectations of our customers and the communities we serve every day.

We offer comprehensive benefits, some of which are:

  • medical, prescription, dental, vision, life insurance
  • disability plans
  • 401(k) matched savings plan
  • paid vacation
  • company stock purchase program
  • wellness programs
  • tuition reimbursement
  • paid parental leave
  • paid volunteer time
  • adoption assistance
Job Summary

The Customer Care Representative will satisfactorily handle incoming customer phone calls, keeping in mind company policies and procedures while adhering to Pennsylvania Utility Commission (PUC) rules and regulations.  During the training period which is 4-6 weeks the hours for the position will be 8:00am - 5pm, Monday through Friday.  After that they are subject to our department shift selection policy.

Duties and Responsibilities
  • Representatives will be trained to handle a variety of calls including gas emergencies and electric outages, new service applications, billing questions, and credit and collections inquiries.
  • After training, representatives will be expected to handle complex inquiries independently.
  • Representatives will identify assistance-eligible customers and refer these customers to the appropriate programs and agencies and will collect money and/or negotiate payment arrangements as needed.
  • Candidates should be willing to participate in mandatory overtime, which is assigned periodically as business needs arise.
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
  • Proven experience with SAP CRM systems a PLUS
  • Past experience working for a utility company 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

UGI Utilities, Inc. is an Equal Opportunity and Affirmative Action Employer.  As such, the Company abides by the requirements of the Executive Order 11246, 41 CFR 60-741.5(a), and 41 CFR 60-300.5(a).  The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, 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.

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