AmeriGas is a Drug Free Workplace. Candidates must be able to pass a pre-employment drug screen and a criminal background check. AmeriGas is an Equal Opportunity Employer.
LIHEAP Representative
Location: MI, US
Company: AmeriGas Propane, Inc.
Requisition Number: 24645
When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premiere propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.
Job Summary
The Liheap Representative is a CXAII role with additional skills and expectations necessary to assure services for LIHEAP customers. This additional LIHEAP responsibility is primarily held during peak season, October – April.
They interact directly with potential, new, and existing customers who are receiving Energy Assistance Funding. They work to provide a quality experience in every step of the customer’s journey, resulting in increased customer satisfaction and account retention for the company. The Liheap Representative will serve customer inquiries, order processing, modifications to account information, and handling of customer complaints in a contact center environment.
The Liheap Representative interacts directly with State and Social Service agencies to coordinate customer benefits, including but not limited timely and proper posting of customer LIHEAP vouchers and payments and the resolution of voucher exception items. Identify rejected vouchers, and correct inaccurate fields based on State requirements. Support all year end reporting/refund process by State.
This role will follow up on customer cases utilizing our customer relationship management system to ensure customer inquiries and requests are handled completely and in timely manner.
Key Characteristics
Detail oriented with excellent analytical and investigative skills to support LIHEAP processes.
Excellent ability to reconcile and balance LIHEAP accounts.
Must be able to understand LIHEAP contract language and execute state specific contract details.
Strong phone presence and interpersonal skills in making inbound and outbound customer calls while delivering a positive customer experience.
Represents Amerigas using an exceptional professional manner in calls and meetings with agencies.
Must have strong and clear communication skills with an ability to use positive language and listen attentively.
Remains calm under pressure and works collaboratively with customers and internal team members to address and serve the customer’s needs.
Works with high accuracy and manages time efficiently.
Duties and Responsibilities
Research and process customer LIHEAP vouchers in SAP upon receipt of valid authorization through CRM or notification from State or Agency.
Promptly research, resolve and respond to all LIHEAP inquiries, from internal and external customers and agencies.
Research, resolve and reconcile all LIHEAP agency accounts in SAP at season end to ensure LIHEAP payments have been received and customer vouchers are reversed.
Adhere to each individual state Liheap contracts as they relate to pricing, vouchers, delivery, reporting and communication.
Research, resolve and process all refunds back to States/Agencies when notified by State/Agency of unapproved funds received.
Research, resolve, reconcile and process refunds yearly at end of LIHEAP season to States where required by State LIHEAP contract.
Process payment application of LIHEAP funds on customer accounts to adhere to State requirements of payment application, process is required daily.
Assist in facilitating State audit requirements where applicable when notified.
Assist in facilitating yearly customer reporting requirements by State for receipt of LIHEAP funds.
Research, resolve customer/3rd party website requirements for customer invoicing and receipt of Payments.
Respond to and process all customer calls in a prompt and professional manner.
Determine the probable nature of each call by listening carefully, researching customer records, and asking questions for clarification.
Communicate clearly and respectfully with callers, restating information when necessary to ensure the customer’s understanding.
Acknowledge and resolve customer concerns; promptly escalate complaints when needed.
Process orders, forms, applications, requests, and payments accurately.
Keep records of customer interactions, transactions, comments, and complaints by recording clear, complete, and concise documentation in case management logs.
Attend and collaboratively participate in staff meetings and training sessions.
Knowledge, Skills and Abilities
Ability to work independently and within contact center teams.
Good problem-solving skills and asks for guidance when needed.
Good judgment and independent decision making within assigned authority levels.
Positive attitude and excellent interpersonal and listening skills; demonstrates effective customer care with all customers consistently and equally.
Effectively communicates in English – verbal and written.
Efficient and accurate use of systems and tools.
Ability to read, analyze and interpret general business documents.
Ability to write routine correspondence.
Excellent customer service skills.
Education and Experience
High School Diploma or Equivalent.
One to two years customer service experience; in a contact center preferred.
Demonstrated understanding of computer-based tools and programs.
Experience with Energy Assistance Programs is beneficial.
Working Conditions
Work occurs inside a contact center or work from home – potential for 24/7/365-day operations in future.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The ability to use computer and telephony systems, visual, audio, and manual dexterity capabilities are essential to the work.
AmeriGas is an Equal Opportunity and Affirmative Action 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.
AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. 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 AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas 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.
This position will be posted from 10/2/24 to 10/11/24.
The hourly pay for this position ranges from $17.00 to 20.00, depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors.
This is the Company’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting. The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.
