Customer Assistance Programs Manager

UGI Corporation•East Cocalico Township, PA

About The Position

UGI Utilities, Inc. is seeking a Customer Assistance Programs Manager to mentor, develop, and manage the Customer Outreach Department. This department is responsible for UGI’s Universal Service Programs, including CAP, Operation Share, LIHEAP, and CARES, as well as state and federal assistance programs. The role involves assisting with PUC reporting, compliance regulations, and base rate case discovery processes. The manager will implement new base rate case settlement provisions for Universal Service Programs, oversee the development of new Universal Service Plan filings, and manage partnerships and contractual obligations with approximately 35 Community Based Organizations and/or Contractors that administer these programs.

Requirements

Foundational knowledge of UGI’s Universal Service Programs (CAP, Operation Share, CARES, LIHEAP) or utility industry experience preferred.
Prior experience mentoring and managing customer service staff within a contact center department.
Strong proficiency with Microsoft Office, particularly Excel and PowerPoint.
Thorough knowledge of SAP.
Ability to effectively manage a team and implement process improvement initiatives.
Excellent communication skills with the ability to establish and maintain relationships with various internal departments.

Nice To Haves

Bachelor’s degree in business, marketing, or other related degree preferred.
At least 5 years of related experience preferred.

Responsibilities

Mentor, develop, and manage Customer Outreach staff responsible for administering Universal Service Programs (CAP, Operation Share, LIHEAP, CARES).
Develop and manage policies and procedures for the Customer Outreach Team's daily operations.
Oversee program operations, including the Customer Outreach System (COS), and work with IT to address system defects and implement process improvements.
Ensure timely responses to customer inquiries and resolution of complaints.
Partner with the Customer Relations Regulatory Governance Team to prepare and file PUC regulatory reports.
Ensure base rate case settlement provisions are incorporated into daily operating procedures for regulatory compliance.
Assist with the development of witness testimony and discovery responses during base rate cases.
Serve as a lead contributor in developing new Universal Service Programs filings and evaluations.
Establish reporting processes to identify potential enrollees for customer assistance programs.
Partner with the Digital Marketing Team to develop and execute marketing campaigns (text, email, direct mail, social media).
Coordinate with staff to sponsor in-person WARM events in communities needing low-income assistance programs.
Develop and monitor annual budgets for all Universal Service Programs.
Determine agency involvement, budgets, and contractual obligations.
Make recommendations to maximize customer enrollment and funding utilization.
Oversee correspondence and negotiation of MSAs and SOWs with third-party organizations in coordination with the UGI Procurement Team.