Company Summary StatementLouisville 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.OverviewWho We AreWhen 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 ForLG&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 ForWe’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 $16+ 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
#LGE-KUResponsibilitiesWhat You’ll DoA 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
QualificationsWho We’re Looking ForWe’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
Must have a minimum internet speed of at least 7 mbps upload and minimum of at least 20 mbps download.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
Who We’re Looking ForWe’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
Must have a minimum internet speed of at least 7 mbps upload and minimum of at least 20 mbps download.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
What You’ll DoA 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
Remote WorkThe company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.Equal Employment OpportunityOur company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.
