Customer Care Representative I - Bilingual

Requisition Number: 29557 Job Summary 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. 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. Meet the following requirements prior to working remotely full‑time: work from the UGI office on Tuesdays, Wednesdays, and Thursdays; demonstrate the ability to achieve performance metrics; balance your work and personal commitments along with the company’s business needs; understand that virtual employment is not a substitute for vacation/PTO or family care arrangements; comply with all applicable company policies and procedures. Salary Bilingual Customer Care Representative – Start rate of $20.38 an hour. Knowledge, Skills and Abilities 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. Experience with SAP CRM and ECC systems (a plus). Previous experience working for a utility company (a plus). Thorough understanding and adherence to PUC rules/regulations including Chapter56 and Chapter14, along with UGI policies/procedures (a plus). Education and Experience High School Diploma or equivalent. Minimum of 1 year of experience in a customer service environment (preferred). 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. #J-18808-Ljbffr