Customer Outreach Rep III

Requisition Number: 30661

About the role

Provide day‑to‑day administrative support for UGI Utilities Inc. Universal Service Programs: CAP, LIURP, Operation Share, and CARES (includes LIHEAP). Responsibilities include completing tasks on the Customer Outreach System (COS), conducting account analysis to ensure program eligibility and compliance with PUC regulation and UGI policy, collaborating with partner community‑based organizations, providing training and daily support to caseworkers and contractors, and maintaining daily contact with customers, other UGI departments, industry professionals, and community‑based organizations.

Responsibilities

• Update and process various tasks related to the administration of the Universal Service Programs (CAP, LIURP, Operation Share, and CARES including LIHEAP).
• Track program expenses.
• Interact with Community Based Organization Caseworkers and DPW/LIHEAP Caseworkers, providing training and support to enable UGI customers to receive the appropriate program benefits.
• Review COS information and program applications to confirm accuracy, completeness, and compliance with PUC regulation and UGI policy.
• Evaluate customer income, usage, billing, and payment information for program eligibility.
• Represent UGI at agency training and community events throughout UGI's service territory.
• Develop and deliver presentations for internal and external groups on UGI's Universal Service Programs.

Knowledge, Skills, and Abilities

• Understanding of Pennsylvania Public Utility Commission (PUC) regulations governing Universal Service Programs.
• Basic understanding of Chapter 56 and Chapter 14 regulations.
• Good oral and written communication skills; knowledge of Spanish (reading/writing) preferred but not required.
• Organizational skills and ability to prioritize workload.
• Working knowledge of purchasing, billing, credit, and collection procedures and policies.
• Proficiency with Microsoft Office tools such as PowerPoint, Excel, and Word.

Education and Experience

• High School Diploma or GED.
• Minimum 1 year of customer service experience and/or experience administering low‑income programs (external or internal).