Highlighting an important role on our Customer Service Team

Highlighting an important role on our Customer Service Team

Customer Service Week is a time to recognize the heart of our customer experience— our Customer Service Representatives (CSRs) and Associates (CSAs).  

So far this year, we have received over 7.4 million customer interactions across various channels. Of these interactions, 1,183,980 were calls answered by our dedicated representatives.  

These frontline employees are essential to our operation, caring for customers and resolving issues with compassion, patience and professionalism day in and day out. 

To conclude this year’s National Customer Service Week, we’d like to highlight a specific role that requires lots of knowledge and experience.  

Our team of Senior CSRs bridge the gap between supervisors and associates, helping each other and customers simultaneously. They offer their peers support on complicated issues and reinforce processes when they’re unsure how to handle a particular scenario. They also speak directly with customers on complex problems, even calling them back personally to follow-up. 

Meet two of our Senior CSRs! 

 

 

 

 

 

Dana is from the Lehigh Valley and has worked at PPL Electric for 25 years! When speaking with our customers, she strives to resolve their issues, while demonstrating genuine empathy and care. 

 

 

 

 

 

 

Val is from our Scranton area and has worked at PPL Electric for 37 years! She takes pride in listening to customers’ concerns and offering actionable solutions. She especially enjoys providing assistance to our elderly callers.  

We truly appreciate Dana and Val’s tenure and commitment to our customers. Whether you’ve had the pleasure of speaking with them over the phone, or one of our other dedicated representatives, we hope your questions were answered and you enjoyed the interaction.  

Happy Customer Service Week to all those working in the service industry!