LIHEAP Representative

Requisition Number: 24645 

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premiere propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Job Summary

The Liheap Representative is a CXAII role with additional skills and expectations necessary to assure services for LIHEAP customers.  This additional LIHEAP responsibility is primarily held during peak season, October – April.  

 

They interact directly with potential, new, and existing customers who are receiving Energy Assistance Funding.  They work to provide a quality experience in every step of the customer’s journey, resulting in increased customer satisfaction and account retention for the company.  The Liheap Representative will serve customer inquiries, order processing, modifications to account information, and handling of customer complaints in a contact center environment.  

 

The Liheap Representative interacts directly with State and Social Service agencies to coordinate customer benefits, including but not limited timely and proper posting of customer LIHEAP vouchers and payments and the resolution of voucher exception items.  Identify rejected vouchers, and correct inaccurate fields based on State requirements.  Support all year end reporting/refund process by State.

 

This role will follow up on customer cases utilizing our customer relationship management system to ensure customer inquiries and requests are handled completely and in timely manner.

Key Characteristics

• Detail oriented with excellent analytical and investigative skills to support LIHEAP processes.
• Excellent ability to reconcile and balance LIHEAP accounts.
• Must be able to understand LIHEAP contract language and execute state specific contract details.
• Strong phone presence and interpersonal skills in making inbound and outbound customer calls while delivering a positive customer experience.
• Represents Amerigas using an exceptional professional manner in calls and meetings with agencies.
• Must have strong and clear communication skills with an ability to use positive language and listen attentively. 
• Remains calm under pressure and works collaboratively with customers and internal team members to address and serve the customer’s needs.  
• Works with high accuracy and manages time efficiently. 

Duties and Responsibilities

• Research and process customer LIHEAP vouchers in SAP upon receipt of valid authorization through CRM or notification from State or Agency.
• Promptly research, resolve and respond to all LIHEAP inquiries, from internal and external customers and agencies.
• Research, resolve and reconcile all LIHEAP agency accounts in SAP at season end to ensure LIHEAP payments have been received and customer vouchers are reversed.
• Adhere to each individual state Liheap contracts as they relate to pricing, vouchers, delivery, reporting and communication.
• Research, resolve and process all refunds back to States/Agencies when notified by State/Agency of unapproved funds received. 
• Research, resolve, reconcile and process refunds yearly at end of LIHEAP season to States where required by State LIHEAP contract.
• Process payment application of LIHEAP funds on customer accounts to adhere to State requirements of payment application, process is required daily.
• Assist in facilitating State audit requirements where applicable when notified. 
• Assist in facilitating yearly customer reporting requirements by State for receipt of LIHEAP funds.
• Research, resolve customer/3rd party website requirements for customer invoicing and receipt of Payments.
• Respond to and process all customer calls in a prompt and professional manner. 
• Determine the probable nature of each call by listening carefully, researching customer records, and asking questions for clarification. 
• Communicate clearly and respectfully with callers, restating information when necessary to ensure the customer’s understanding. 
• Acknowledge and resolve customer concerns; promptly escalate complaints when needed. 
• Process orders, forms, applications, requests, and payments accurately. 
• Keep records of customer interactions, transactions, comments, and complaints by recording clear, complete, and concise documentation in case management logs. 
• Attend and collaboratively participate in staff meetings and training sessions. 

Knowledge, Skills and Abilities

• Ability to work independently and within contac