Philadelphia Gas Works

  • Call Center Representative

    Customer Service Department
    Employment Status
    Regular/Full Time
    Customer Service/Support
    Job Locations
    ADP Department #
    Customer Service Department [44]
  • Overview

    Call Center Representatives handle customer inquiries regarding billing, service, collection, and emergency calls. They process emergency and gas leak orders along with service requests. Call Center Representatives provide customer information related to billing, collection, and the tariff, etc., and also accept and process applications for gas service. Call Center Representatives are assigned to various shifts as the Call Center is open 24 hours a day-7 days a week.  Starting times for Call Center Representatives vary according to shift assignment.  The main hours of operation are 8:00 am to 6:00 pm Monday through Friday.  Nights, weekends, and holidays could be required.


    Receive customer inquiries by phone in an efficient, professional, and courteous manner; Communicate effectively (oral & written) with our customers;
    Process emergency gas leak orders and appliance service order requests;
    Answer billing, product, and service inquiries and general information calls; 
    Process credit extensions, repayment agreements, and monthly budget plans;
    Assist customers with Energy Programs such as LIHEAP, CRISIS, UESF grants, and Weatherization;
    Issue service turn-on, transfer of gas, and shut off requests from customers;
    Discuss company policies to resolve billing problems, payment questions, and complaints.


    High School diploma or GED is required.
    Aptitude for problem solving; including conflict resolution, negotiation and troubleshooting.
    Excellent verbal and written communication skills and command of the English Language.
    Experience in customer service industry; call center experience strongly preferred.
    Familiarity with Microsoft Windows and Microsoft Office Suite.
    Competency in computer navigation skills.
    Demonstrated mathematical aptitude, typing skills, and the ability to use a calculator.
    Must be able to pass both manual and computer-based pre-employment testing.
    Candidates selected for hire, must be able to pass a pre-employment physical; including screening for narcotics and alcohol.  This position is subject to random narcotic and alcohol screenings. 
    Candidates hired for this position, must be able to complete the mandatory 9 weeks of paid training;
    This position has a one (1) year probationary period;

    This is a Union Position.
    Salary is $15.16 per hour - non-negotiable
    PGW Offers free benefits after 90-days 

    Residency Requirement:
    All employees of the Philadelphia Gas Works (PGW) must live in the City of Philadelphia for the duration of their employment. If a candidate does not live in the City of Philadelphia at the time of hire, he/she must move into the city within twelve (12) months of his/her hire date.
    While we appreciate all responses, only those who are uniquely qualified will be contacted.


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