Faces behind the phones – Meet two customer service reps

Faces behind the phones – Meet two customer service reps

Oct 6, 2025 | Customer Service

Customer Service Week is just one week of the year where we celebrate the efforts and dedication of our Customer Service Team, including our CSRs (Customer Service Representatives), who may handle up to 50 customer interactions per day. 

These employees are at the heart of our operations, behind their phones or computers, caring for customers and resolving issues with patience and professionalism. Backed by years of training and deep knowledge, they are invaluable to our team. CSRs never hesitate to generously share their experience and pass on important information to our newer associates. This year alone, our representatives completed over 5,600 hours of training, building skills and confidence to go beyond customer expectations. 

Meet two of our very own Customer Service Reps! 

photo of customer service representativeJessica has been supporting customers for nearly 20 years. Not only has she assisted customers with standard questions about transferring services, assistance programs, billing and energy education, she also processes renewable energy applications. She said, “as a CSR, no two days are the same. The broad complexity of customer questions and requests we receive, keep the job exciting.” Her favorite moments with customers are those when she provides a thorough explanation, such as how our budget billing program works, and they completely comprehend it, disconnecting the call satisfied. 

 

photo of customer service rep

Maritza has been a stellar team member for 16 years. In fact, that’s one of her favorite parts of being a CSR, collaborating with fellow associates, learning from one another’s interactions and experiences. She is a true problem solver and passionate about serving customers. “I love jumping into complex issues, identifying the cause and resolving the problem.” Empathizing with customers and helping them, no matter what their inquiry or issue, is something she takes pride in daily.  

 

We truly appreciate Jess and Maritza’s expertise and commitment to our customers. Happy Customer Service Week to all those working in the service industry! 

Highlighting an important role on our Customer Service Team

Highlighting an important role on our Customer Service Team

Oct 10, 2024 | Customer Service

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!