LG&E and KU Energy Customer Care Rep I in Louisville, Kentucky

Title Customer Care Rep I

Requisition ID 3575BR

Address 820 West Broadway

City Louisville

State Kentucky

Job Function Customer Service/Operations

Position Purpose This is an entry level position for a customer care representative. Incumbent responsible for effectively answering and resolving customer requests and inquiries using excellent interpersonal skills with a desire to provide exceptional customer service while balancing the needs of the customer and the Company. Resolves customer contacts the first time using Company provided systems, tools and training while adhering to policies, procedures and regulations. Works under supervision to consistently exceed established productivity, schedule adherence and quality standards.

Education & Experience High school diploma or equivalent is required

Minimum of one year of customer service experience, preferably analyzing and resolving customer problems in a customer contact center, retail environment or in a professional office environment using the telephone and windows-based computer software as the primary instrument to perform job duties.

Proficiency with MS Office and basic math skills

Special Qualifications Electric and/or natural gas utility industry experience

Two or 4 year college degree preferably in a business field

Experience working with SAP

Job Description Develop and maintain a working knowledge of contact center software applications and related systems to effectively serve natural gas and electric customers

Take calls from multiple queues to assist customers

Work to resolve customer requests and inquiries on the first contact

Negotiate payment plans with customers and low income agency representatives to avoid disconnection of electric/gas service and work with customers to reconnect service that has been disconnected while ensuring adherence to Company policies

Effectively communicate information with customers that may include: reports of power/natural gas outages service restoration status, monthly energy consumption, regulated rates, meter reading schedules, estimated bills, disconnection notices, reconnection procedures, etc.

Accurately analyze account history including debits/credits and balances, research applicable records for customers, and if necessary communicate this information to supervisors and peers to effectively resolve customer inquiries

Maintain working knowledge of all Company processes and procedures, policies, operations, billing rates and functions, energy efficiency and marketing programs

Ensure regular attendance and adhere to a specific daily schedule including start and end times, scheduled breaks, and lunch

Participate in on-call scheduling for outage and other emergency events and to cover alternate shifts, if needed

Demonstrate compliance and adherence to Company safety initiatives

All other duties and projects as assigned

Work Conditions Contact center environment with moderate noise level due to inbound customer calls and workspace configuration.

Customer service hours of operation are Monday – Friday, 7 a.m. to 7 p.m. Eastern. The contact center operates 24x7x365, so some shifts provide alternate evening, overnight and weekend coverage. Overtime as needed based on business need. On-call responsibilities required for emergency events and other business need.

Physical Effort Frequently speaking, listening using a headset, primarily sitting, use of hands/finger across keyboard or mouse, long periods working at a computer. May have limited travel throughout the LG&E and KU service territory.

Equal Opportunity Employer

Louisville Gas & Electric and Kentucky Utilities (LG&E and KU) is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace.

© LG&E and KU

All qualified applicants will receive consideration for employment without regard to race, color, age, sex, religion, national origin, veteran status, sexual orientation, gender identity, disability, perceived disability or any other protected characteristic as may be defined by applicable law.

Learn more about equal employment protections:

If you need a reasonable accommodation for any part of the employment process, please email our Human Resources department ator call 502-627-2410, and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address and phone number.