Company Summary Statement PPL Electric Utilities delivers safe, reliable and affordable electricity to more than 1.4 million homes and businesses throughout its 29-county service territory in eastern and central Pennsylvania. Through smart investments and innovation, it has built one of the most advanced electric grids in the United States. And, with over a century of expertise, PPL Electric remains focused on continuing to build the utility of the future, today. Regularly ranking among the country’s best utility companies for reliability and customer satisfaction, PPL Electric has won numerous awards, including 30 J.D. Power Awards for providing top-quality service to residential and business customers. PPL Electric is a major employer and an active supporter of the communities it serves. Empowering employees, community members and initiatives across its service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing. Overview Supports PPL Electric Utilities' strategic objectives in maintaining industrial and commercial (C&I) customers' high level of satisfaction by providing complex technical assistance to the company's largest customers including municipalities and school districts regarding rates, regulation, service, shopping for energy supply in Pennsylvania and assisting these customers with Energy Efficiency Conservation and Demand Management Programs. Responsibilities Respond to internal/external inquiries, requests and complaints by phone, E-mail or in person while complying with PUC regulations, tariff rules, and Company policies and procedures. Working with the assigned KAM for an industry specific territory, initiate proactive outbound phone calls to existing customers to help educate the customer on rate options and choices and to continue fostering positive relationship building and a single point of contact. Respond to electric service, billing, tariff and customer choice issued to the customer's understanding and satisfaction. Common tasks include responding to high bill calls, analyzing and correcting billing errors, and providing operating cost projections related to rate changes, planned new equipment or entirely new customer facilities and electricity purchasing process in Pennsylvania's deregulated energy marketplace. Analyze customers' electric usage and service needs and advise on proper voltage and rate schedule for efficient and least cost operation of their facilities. Interpret and comply with tariff rules and rate schedule provisions that apply to C&I customers. Document C&I customer inquiries and the company's responses and/or actions. Develop understanding of customers' operations in order to obtain accurate service requirements and load estimates for new electric service requests and service changes at C&I customer facilities. Initiate work requests related to these projects and assist with modifications and follow-up work requests as needed. Initiate contacts with customers to provide information on how to purchase electricity, as well as all the resources available to support the customers in the purchasing process. These activities include inbound/proactive outbound customer calls. Educate customers on energy savings tips and ACT 129 programs the customer may be eligible to participate in. Act as the Company's primary liaison for business customers on the process of participating in energy purchases in the deregulated marketplace, and support the customer as well as their agents, such as architects, engineers, consultants and contractors in service issues. Provide key support for customers in the electricity purchasing process in Pennsylvania's deregulated energy marketplace. Act as customer advocate and liaison with appropriate company personnel during outages affecting C&I customers. Provide outage information necessary for customers to make decisions about their operations. Resolve service issues working with other PPL employees in Economic Development, Distribution Operations, Engineering & Planning Services, System Operating, Pricing & Contract Administration and Customer Services. Prepare for and participate in conference calls and field visits (on occasion) with large C&I customers at their locations. Provide expert advice on billing, tariff and customer choice programs at these meetings. Assist with the development of content posted on the company's website for the benefit of C&I customers. Promote service and billing options including paperless billing, PPL Alerts and online payment options to increase customer satisfaction and reduce costs to the company. Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among direct reports and co-workers. Performs other duties as assigned Complies with all policies and standards Qualifications Required Education: A four-year college degree (any major) Equivalent combination of education and related experience. Required Experience: 3+ years in at least one of the following: working with the electric utility power distribution systems 3+ years in at least one of the following: Applying the Rules for Electric Meter and Service Installations 3+ years in at least one of the following: Demand rates and billing in the CSS environment Preferred Qualifications: Five years of experience working in an engineering/technical related field or 10 years in a business/customer service-related field.