Job Abstract

Establishes and maintains strong relationships with community leaders, community-based organizations, UGI departments (i.e., Revenue Protection, Billing, Credit and Collections, Call Center, Compliance) and the Outreach Team to ensure the effective implementation and ongoing management of UGI’s Universal Service Programs (USP). Ensures programs adhere to Universal Service Energy Conservation Plan (USECP) regulatory filings, including accurate and timely completion of a variety of PUC-required reports for all programs. As Administrator of Customer Outreach System (COS), seeks ways to improve processes, provides recommendations, and assists in testing and implementing solutions to improve customer, CBO and employee satisfaction, quality, productivity, and effectiveness of the COS.

• Customer Outreach Program Administration 
  • Establishes and maintains strong relationships with community leaders, community-based organizations, and UGI departments (i.e., Revenue Protection, Call Center, Billing, Credit and Collections, and Compliance) to ensure the effective implementation of UGI’s USECP. 
  • Mobilizes support from Community-Based Organizations (CBOs) to assist UGI in delivering information on customer assistance programs and community events (e.g., WARM events).
  • Identifies and engages with key community-based organizations, Public Utility Commission (PUC) representatives, interested parties, and other Utilities to build relationships that enhance and expand understanding and awareness of UGI's commitment to the many customers and communities we serve. (e.g., Universal Service Advisory Committee meetings).
  • Serves as senior member of Customer Outreach Staff and supports management with the day-to-day operations of the USECP to ensure they meet the needs of customers and the Company. Ensures UGI’s Programs adhere to PUC regulations. 
  • Assists with the negotiation and preparation of vendor contracts to meet the expectations of the Company, customers, regulators, and interested parties. 
  • Ensures that CBO caseworkers and agency contractors are competent to utilize the various technologies (e.g., UGI’s COS needed to facilitate the USECP). 
  • Oversees training for CBO caseworkers and conducts training and presentations for community events (e.g., Be Wise).
  • Monitors budgets and spending for each USP to ensure compliance with regulatory requirements.
  • Assists the Customer Outreach Department Management Team ensure regulatory changes resulting from Base Rate Cases are implemented timely and accurately. 
  • Oversees day to day program activities and provides insight and guidance to Outreach Staff members.
• Customer Outreach System (COS) Administration 
  • Seeks ways to improve processes, provides recommendations, and assists in testing and implementing solutions to improve customer, CBO and employee satisfaction, quality, productivity, and effectiveness of the COS.
  • Interacts with SAP configurators, IT Department, and external consultants to improve existing processes, or assists with rectifying inefficient processes. Acts as Subject Matter Expert (SME) and/or project lead for future enhancements impacting the Universal Service Programs (e.g., COS transformation project). Acts as project lead for ad hoc projects impacting the COS, including day-to-day operational meetings while providing status updates to Management. Works with IT and external consultants, as needed, to ensure COS defects and enhancements are thoroughly tested and subsequently implemented.
• Marketing
  • Oversees development of and coordination of marketing initiatives to effectively promote Universal Service Programs. Responsible for marketing coordination of campaigns including the planning, implementation and monitoring of emails, Google, and Facebook ads, organizing detailed campaign specifications, sourcing advertising images and media, and writing email copy. Ensure any communication efforts identified in the Consumer Outreach and Education Plan (CEOP) are executed accurately and in a timely manner.
• Provide support to the Manager of Universal Services and Customer Outreach Team Members-
  • Supports the team and assists with the timely and accurate completion of various PUC-required reports for programs such as CAP, Operation Share, LIURP, and CARES. 

• Thorough knowledge of UGI’s USECP filing; experience with utility sponsored Universal Service Program framework.
• Prior marketing experience with content development and campaign (email, direct mail, digital) deployment. Prior program management experience supporting customer facing programs.
• Act as subject matter expert for the Customer Outreach System, including acting as lead on day-to-day operational calls with IT and/or external consultants. 
• Thorough knowledge of UGI’s Universal Service Programs to be able to respond to Base Rate Case Interrogatories and Discovery, and support filing of USECP and CEOP amendments. 
• Ability to work cross-functionally and assist management drive projects to completion.

• Bachelor’s degree and 5 years of experience or high school diploma and minimum of seven years of work experience involving utility sponsored Universal Service Programs preferred. 
• At least 3 years in UGI’s Outreach department preferred.