Customer Service Assistant-I

Company Summary Statement

PPL Electric Utilities delivers safe, reliable and affordable electricity to more than 1.4 million homes and businesses throughout its 29-county service territory in eastern and central Pennsylvania. Through smart investments and innovation, it has built one of the most advanced electric grids in the United States. And, with over a century of expertise, PPL Electric remains focused on continuing to build the utility of the future, today. Regularly ranking among the country’s best utility companies for reliability and customer satisfaction, PPL Electric has won numerous awards, including 30 J.D. Power Awards for providing top-quality service to residential and business customers. PPL Electric is a major employer and an active supporter of the communities it serves. Empowering employees, community members and initiatives across its service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing.

Handles residential customer contacts related to payment arrangements, start/stop service, and other such transactions using automated step-through systems.

Responsibilities include but are not limited to:

- Arrange payment plans with residential customers and process transactions related to start/stop service and other such transactions using automated step-through systems.

- Contacts residential customers for collection/reminder purposes and provides referrals to customer assistance programs.

- Operates related office equipment to access, process and refer customer information related to this job.

- Performs follow-up work related to credit and collection for residential customers, start/stop service and customer assistance programs.

- Processes payments.

- Performs back-office duties such as:

- General account maintenance to ensure accurate and current information

- Payment Assistance follow-up (PUC Decisions)

- Payment Agreement Email responses

- Residential dunning

- Faxed or mailed requests to start/stop service.

- Handles power problem related contacts during normal hours.

- Performs other related duties as assigned or as necessary.

Qualifications

MINIMUM ENTRY REQUIREMENTS:

- Ability to understand and follow procedures and written instructions.

- Ability to exercise tact, courtesy and good judgment in contacts with customers.

- Ability to effectively read, write and speak the English language.

- Ability to manage difficult or emotional customer situations.

- Ability to use standard office equipment.

- Successful completion of entrance testing as follows: Call center simulation (LIMRA); data entry, clerical skills, and the G-Neil Job Family 3.

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