Customer Assistance Programs Manager

Job Summary

Mentor, develop, and manage the Customer Outreach Department including 7 staff responsible for UGI’s Universal Service Programs: CAP, Operation Share, LIHEAP, and CARES, along with state and federal assistance programs when applicable. Assist with PUC reporting and compliance regulations and base rate case discovery processes. Implement and execute new base rate case settlement provisions for Universal Service Programs and oversee development of new Universal Service Plan filings every five years. Manage UGI’s partnership and contractual obligations with approximately 35 Community Based Organizations and/or Contractors which are utilized to administer Universal Service Programs.

Duties and Responsibilities

• Mentor, develop, and manage Customer Outreach staff that are responsible for administering Universal Service Programs including CAP, Operation Share, LIHEAP, and CARES. Develop and manage policies and procedures governing day to day operations of the Customer Outreach Team. Oversee program operations including responsibility for the team’s reporting and customer information platform, the Customer Outreach System (COS).
• Engage with staff to identify system defects, work with the IT Department to test and correct production issues and establish process improvement recommendations. Ensure timely responses to customer inquiries and resolution of complaints.
• Partner with the Customer Relations Regulatory Governance Team to assist with the preparation and filing of PUC regulatory reports related to the Universal Service Programs. Ensure base rate case settlement provisions are incorporated into the daily operating procedures of the Customer Outreach Team in order to maintain regulatory compliance. Assist with the development of witness testimony and responses to Universal Service Programs discovery submitted by regulatory parties during base rate cases.
• Serve as the lead and key contributor in the development of new Universal Service Programs filings and evaluations conducted by 3rd party providers.
• Establish reporting processes to identify customers who may be prospects for customer assistance programs. Partner with the Digital Marketing Team to develop and execute marketing campaigns including text, email, direct mail, and social media. Establish strategies and coordinate with staff a plan to sponsor in-person WARM events in communities where low-income assistance programs may be needed.
• Develop and monitor annual budgets for all Universal Service Programs. Determine agency involvement, budgets, and contractual obligations. Proactively make recommendations and enhancements to maximize customer enrollment and utilization of funding. In coordination with the UGI Procurement Team, oversee the correspondence and negotiation of new or extended MSAs and SOWs with third party community-based organizations, contractors, and county offices.

Knowledge, Skills and Abilities

• Foundational knowledge of UGI’s various Universal Service Programs including CAP, Operation Share, CARES, and LIHEAP, or utility industry experience preferred.
• Prior experience mentoring and managing customer service staff within a contact center department.
• Strong proficiency with Microsoft Office, particularly Excel and PowerPoint, along with thorough knowledge of SAP.
• Ability to effectively manage a team and implement process improvement initiatives.
• Excellent communication skills with the ability to establish and maintain relationships with various internal departments.

Qualifications

• Bachelor’s degree in business, marketing, or other related degree preferred.
• At least 5 years of related experience preferred

Company Information

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.