Remote Customer Solutions Representative

Position Overview

Louisville Gas and Electric Company and Kentucky Utilities Company, part of the PPL Corporation (NYSE: PPL) family, are regulated utilities serving over 1.3 million customers. With LG&E serving natural gas and electric customers in Louisville and surrounding counties and KU covering 77 Kentucky counties plus parts of Virginia, they are major employers and strong community supporters. When you join LG&E and KU, you become part of an award-winning team dedicated to providing safe, reliable, sustainable energy through exceptional customer service. As a Customer Solutions Representative, you will support our residential customers in a remote or on-site role, guiding them through challenges and resolving issues efficiently.

Key Responsibilities

• Respond to and resolve customer inquiries during first contact, including negotiating payment plans, answering billing questions, initiating service orders, reporting outages, and handling natural gas calls.
• Research and analyze customer account history to understand monthly energy consumption and regulated rates.
• Educate customers about LG&E and KU processes, policies, regulations, and available customer tools to ensure a positive experience.
• Adhere to a specific daily schedule, including start/end times, scheduled breaks, and lunches; complete training from 8 AM to 5 PM and transition to a 10 AM – 7 PM shift post-training with the opportunity to bid on other shifts.
• Participate in mandatory overtime and on-call responsibilities to meet service level goals and respond to outage events.

Required Qualifications

• Proactive, solution-oriented decision maker with the ability to take ownership of resolving customer issues and act as an advocate.
• Strong ability to ask questions and think critically to uncover the root cause of customer issues.
• Natural tendency to quickly problem-solve in high-pressure situations.
• A “can-do” attitude with excellent verbal and written communication skills.
• 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 at least 20 Mbps download.
• High school diploma or equivalent is required.
• Customer service or retail experience is a plus.
• Must reside within 2 hours of one of the four call center locations.
• Proficiency with MS Office and basic math skills.

Benefits & Perks

• Competitive Compensation starting at $17.25 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 four 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