Customer Care Representative I

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.

 

UGI is committed to acting in a sustainable and socially responsible manner to minimize our impact on the environment and to enrich the lives of our customers, communities, and employees. To learn more about UGI's workplace culture, sustainability efforts, and commitment to diversity, equity and inclusion (DE&I), we invite you to visit our UGI Corporate sustainability page.

 

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 Representatives satisfactorily 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 has the ability to adhere to a strict schedule.  Customer Service Representatives 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 virtual training period (6 weeks) and hybrid post training support (3 weeks), the hours for this position will be 8:00 AM – 5:00 PM, Monday through Friday.  After the initial training period has been completed, candidates must have flexibility to work various shifts (determined by the department’s shift selection policy) as well as overtime on an as-needed basis.  

Customer Care Representative – Start rate of $19.00 an hour.  In addition, trainee incentive up to $500 after successful completion of training and $500 after 3 months of (successful) independent call-taking.  Once fully trained and independently call- taking, Customer Care Representatives are eligible for additional incentives up to $250 a month for achieving or exceeding all scorecard metrics.  Additional details on all incentives to be provided at time of hire.    

Customer Care Representatives will be eligible for annual performance review and merit increase one year from hire date, and eligible for promotion consideration after 2 years of service and demonstrated successful progression and performance.  

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

 

*Upon successful completion of training, to remain virtual, you must meet the following requirements:

• Demonstrated ability to balance your work and personal commitments along with your overall performance and the Company’s business needs.
• Maintain an acceptable level of performance.
• Understanding that virtual employment is not a substitute for vacation/PTO or family care arrangements.
• Compliance with all applicable Company policies and procedures while working from home. 
   

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 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 wr