Remote Customer Solutions Representative

Company Summary Statement : Louisville Gas and Electric Company and Kentucky Utilities Company, part of the PPL Corporation (NYSE: PPL) family of companies, are regulated utilities that serve more than 1.3 million customers and have consistently ranked among the best companies for customer service in the United States. LG&E serves 334,000 natural gas and 433,000 electric customers in Louisville and 16 surrounding counties. KU serves 569,000 customers in 77 Kentucky counties and five counties in Virginia. LG&E and KU are major employers and active supporters of the communities they serve. They empower employees, community members and initiatives across their service territory through volunteerism and investments in organizations that support education, sustainability and wellbeing. Overview:

Who We Are

When you join LG&E and KU, you’ll be part of an award-winning team that delivers exceptional service to 1.3 million customers in KY and VA. We operate remotely from 4 contact centers across the state and are committed to providing safe, reliable, sustainable energy to our customers. Our culture, based on listening to our customers and empowered employees delivering solutions through exceptional service, is the key to our success.

What We Are Looking For

LG&E and KU is looking for a Customer Solutions Representative to join our customer care team in a remote or on-site role, supporting our residential customers. This individual helps us deliver on our mission to provide best in class service by guiding customers through their challenges and solving problems.

Who We’re Looking For

We’re looking for individuals who enjoy a challenge and are eager to grow with us. We’re looking for:

• A proactive, solution-oriented decision maker with capacity to take ownership of resolving the customer issue and act as an advocate
• A strong ability to ask questions and think critically to uncover root cause of customer issue

Natural tendency to quickly problem-solve in the most stressful situations

• A “can-do” attitude and positive personality with great verbal and written communication
• Capability to learn new systems and tools in a fast-paced environment

What’s In It for You?

You don’t have to be an expert to become one! Bring your passion for people and problem solving, and we’ll invest in you to take care of the rest.

Join our team to enjoy:

• Competitive Compensation starting at $17.25 per hour
• Benefits – Medical, dental, vision, disability, life insurance and retirement savings 401k matching, with health benefits starting on day 1
• Paid holidays, vacations, personal days, and wellness breaks
• Full time remote work available, with the option to work in one of our 4 contact centers
• All workstation and peripheral equipment provided for remote work
• Professional Development - Internal career pathing with mentorship, networking, performance recognition, and advancement opportunities
• Community Involvement - Interest groups for employees with shared interests

Responsibilities:

What You’ll Do

A day in the life of a Customer Solutions Representative is fast-paced and highly-variable based on customer volume and demand. The Customer Solutions Representative is an individual contributor tasked with providing LG&E and KU’s highest caliber of customer service through direct interactions.

• Respond and resolve inquiries during the first contact, assisting customers by negotiating payment plans, answering billing questions, initiating service orders, taking reports of outages, safely handling natural gas calls, as well as researching and analysis of customer account history understanding monthly energy consumption and regulated rates
• Educate customers about LG&E and KU processes, policies, regulations, and customer tools delivering a positive customer experience
• Adhere to a specific daily schedule including start and end times, scheduled breaks, and lunches
• Training will be 8 AM – 5 PM. Once training is complete, all new Customer Solutions Representatives start working 10 AM – 7 PM, with the opportunity to bid on other shifts
• Mandatory overtime is regularly scheduled to meet service level goals
• On-call responsibilities and response to outage events is required

Qualifications:

Who We’re Looking For

We’re looking for individuals who enjoy a challenge and are eager to grow with us. We’re looking for:

• A proactive, solution-oriented decision maker with capacity to take ownership of resolving the customer issue and act as an advocate
• A strong ability to ask questions and think critically to uncover root cause of customer issue

Natural tendency to quickly problem-solve in the most stressful situations

• A “can-do” attitude and positive personality with great verbal and written communication
• Capability to learn new systems and tools in a fast-paced environment

Education and Experience

• High school diploma or equivalent required
• Customer service or retail experience is always a plus
• Must live within 2 hours of one of our four call center locations
• Proficiency with MS Office and basic math skills