JOB DESCRIPTION

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
This entry-level position in the Business Service Center serves as the primary point of contact for LG&E’s/KU’s Commercial/Industrial customer market segments. The Business Center Representative is responsible for handling complex business customer transactions via phone and/or written communication in accordance with associated policies, procedures and regulations with minimal assistance from others. Direction and assistance will be provided primarily from the Business Service Team Leader and each customer transaction should be handled in a manner to ensure a positive customer experience and a high level of customer satisfaction.
This is a remote position and can be located within two hours of any of our call centers.

Responsibilities

• Provides comprehensive customer service information on LG&E/KU products, services reports, and rates to commercial and industrial customers through direct customer inquiry or proactive customer outreach.
• Reviews customer rate classifications with customers and educate customer on rate classification to ensure understanding of the rate classifications and tariff regulations.
• Prepares and processes applications for gas and electric service rate contracts, deposits, equalized monthly payment applications, automatic bank draft applications, special agreements, and other more complex service inquiries in accordance with company guidelines.
• Effectively interacts with internal departments to ensure complete customer solutions are provided to ensure a positive customer experience.
• Works constantly to exceed established productivity, schedule adherence, and quality standards.
• Participate in after-hours scheduling for outage and other emergency events, if needed.
• Demonstrates excellent adherences to attendance and daily schedule.
• Demonstrates compliance and adherence to company safety initiatives.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

EDUCATION

High School Diploma or GED

REQUIRED EXPERIENCE

• 1+ years of customer service experience analyzing and resolving customers problems in a customer call/contact center
• 1+ years of experience in a professional office environment using the telephone and windows-based computer software as the primary instrument to perform job duties
• Demonstrated proficiency with MS Office

PREFERRED QUALIFICATIONS

• Two (2) or Four (4) year college degree preferably in a business field is desired.
• Demonstrated ability to work cooperatively with customers, other call/contact center employees, and other departments is required.
• Basic math skills are required.
• Electric and/or natural Gas utility industry experience is desired.

• Provides comprehensive customer service information on LG&E/KU products, services reports, and rates to commercial and industrial customers through direct customer inquiry or proactive customer outreach.
• Reviews customer rate classifications with customers and educate customer on rate classification to ensure understanding of the rate classifications and tariff regulations.
• Prepares and processes applications for gas and electric service rate contracts, deposits, equalized monthly payment applications, automatic bank draft applications, special agreements, and other more complex service inquiries in accordance with company guidelines.
• Effectively interacts with internal departments to ensure complete customer solutions are provided to ensure a positive customer experience.
• Works constantly to exceed established productivity, schedule adherence, and quality standards.
• Participate in after-hours scheduling for outage and other emergency events, if needed.
• Demonstrates excellent adherences to attendance and daily schedule.
• Demonstrates compliance and adherence to company safety initiatives.
• Performs other duties as assigned
• Complies with all policies and standard