Customer Care Representative I - Bilingual

UGI Corporation•Wilkes-Barre, PA

5d•Hybrid

About The Position

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. 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. The ability to understand and communicate effectively orally and in writing in both English and Spanish is required for the effective performance of this position. 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. Bilingual Customer Care Representative – Start rate of $20.00 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! Upon successful completion of in office training, Customer Care Representatives must meet the following requirements prior to working remotely full-time: Work from the UGI office on Tuesdays, Wednesdays, and Thursdays and demonstrate the ability to achieve performance metrics. Demonstrated ability to balance your work and personal commitments along with your overall performance and the Company’s business needs. Understanding that virtual employment is not a substitute for vacation/PTO or family care arrangements. Compliance with all applicable Company policies and procedures.

Requirements

Intermediate proficiency in Microsoft Office Suite.
High-level capacity for multitasking independently and on a computer.
Excellent verbal and written communication skills in Spanish and English using appropriate grammar, tone, and pronunciation.
Exceptional organizational and time-management skills.
High School Diploma or equivalent
Minimum of 1 year of experience in a customer service environment preferred.

Nice To Haves

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.

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.