Customer Outreach Rep III

UGI Utilities Inc.; Denver (Lancaster County); On-site; USD 40,000 - 58,000; Full time

Job summary

UGI Utilities, Inc is seeking a Customer Outreach Rep III in Denver, PA to provide day-to-day administrative support for Universal Service Programs, assist LIHEAP, CAP, LIURP, CARES, and coordinate with community partners.

You will train and support caseworkers and contractors, review applications for accuracy, maintain relationships with customers and internal teams, and ensure program compliance.

Qualifications

• High School Diploma or GED required; 1 year customer service experience and/or LIHEAP program experience preferred.
• Understanding of Pennsylvania PUC regulations governing Universal Service Programs is beneficial.
• Strong communication and organizational skills; ability to train and support others.

Responsibilities

• Update and process tasks related to CAP, LIURP, Operation Share, and CARES; track program expenses.
• Interact with Community Based Organization caseworkers and DPW/LIHEAP staff; review applications for accuracy and compliance.
• Evaluate customer income, usage, billing, and payment info for program eligibility.
• Represent UGI at agency trainings and community events; support and train assigned caseworkers and contractors.

Skills

Regulatory knowledge of PUC programs

Communication skills (oral & written)

Organizational skills

Spanish reading/writing (preferred)

Education

High School Diploma or GED

1 year customer service experience or LIHEAP program experience

Tools

PowerPoint

Excel

Word

Job description

UGI Utilities

Position title: Customer Outreach Rep III

Location: Denver, PA, US, 17517

Customer Outreach Rep III

Location: Denver, PA, US, 17517

Workplace Environment: Onsite

Company: UGI Utilities, Inc

Requisition Number: 30661

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.

To learn more about UGI's workplace culture, sustainability efforts, and commitment to inclusivity, we invite you to visit our UGI Corporate sustainability page.

Job Summary

Provide day-to-day administrative support for UGI Utilities Inc. Universal Service Programs: CAP, LIURP, Operation Share, and CARES (includes LIHEAP). Complete the appropriate tasks on the Customer Outreach System (COS). Complete account analysis to ensure program eligibility and compliance with PUC regulation and UGI policy. Collaborate with UGI's Partner Community Based Organizations, including for-profit contractors for LIURP, on program administration. Provide training and daily support to assigned caseworkers and contractors. Maintain daily contact with customers, other UGI departments, industry professionals, and community-based organizations.

Duties and Responsibilities

• Update and process various tasks relating to the administration of the Universal Service Programs (CAP, LIURP, Operation Share, and CARES including LIHEAP). Track program expenses.
• Interact with Community Based Organization Caseworkers and DPW/LIHEAP Caseworkers, providing training and support to enable UGI customers to receive the appropriate program benefits. Review COS information and program applications to confirm accuracy, completeness, and compliance with PUC regulation and UGI policy.
• Evaluate customer income, usage, billing, and payment information for program eligibility.
• Represent UGI at agency training and community events throughout UGI's service territory.
• Develop and deliver presentations for internal and external groups on UGI's Universal Service Programs

Knowledge, Skills and Abilities

• Understanding of Pennsylvania Public Utility Commission (PUC) regulations governing Universal Service Programs
• Basic understanding of Chapter 56 and Chapter 14 regulations
• Good oral and written communication skills; knowledge of Spanish (reading/writing) preferred but not required
• Organizational skills and ability to prioritize workload
• Working knowledge of purchasing, billing, credit, and collection procedures and policies
• Knowledge of MS Office tools such as PowerPoint, Excel, and Word

Education and Experience

• High School Diploma or GED
• Minimum 1 year of customer service experience and/or experience administering low-income programs (external or internal)

UGI Utilities, Inc is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with UGI policies.

As a federal contractor that engages in safety-sensitive work, UGI cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

Nearest Major Market: Lancaster

Job Segment: Sustainability, Customer Service Representative, Administrative Assistant, Behavioral Health, Substance Abuse, Energy, Customer Service, Administrative, Healthcare

Equal employment opportunity, including veterans and individuals with disabilities.

PI287308546