Oct 9, 2026 | Customer Service
Every customer has a different story, some call us with a quick question, while others need help navigating a difficult or unexpected situation. No matter the reason, our customer service employees are ready to listen, find answers and leave a positive impact.
This National Customer Service Week, we celebrated the employees who go the extra mile for our customers every day. That includes the representatives who speak directly with customers, as well as those working behind the scenes to resolve complex issues, support their colleagues and keep important work moving.
Meet four of the employees who help deliver the customer service you count on
Gigi: Turning challenges into positive experiences
In her first year with PPL Electric, customer service representative, Gigi, has already learned how much of a difference patience, empathy and clear communication can make.
“The most rewarding part of my work is being able to help customers solve problems and turn confusion into a positive interaction,” Gigi said. “Knowing that I helped answer a customer’s question and make their day a little better makes every part of the job rewarding.”
Difficult conversations can be tough, particularly when the answer is not simple or the situation is outside of a representative’s work. Gigi focuses on listening carefully, communicating clearly and doing everything she can to find the best solution. “Customers want to feel heard and understood, especially when they’re frustrated.” Staying patient and listening to their concerns helps Gigi focus on solutions.
When she is not helping customers, she enjoys spending time with her family, listening to music, watching movies, walking her dog, Luna, and cheering for the Philadelphia Eagles.
Val: Sharing decades of experience
Val, one of our senior customer service representatives, and fellow Philadelphia Eagles fan, has spent nearly four decades helping customers and supporting colleagues. In her current role, she draws on her years of experience to help resolve complex problems and guide representatives and supervisors.
“The most rewarding part of my job is helping my peers and sharing knowledge,” Val said. “The most challenging is trying to solve a complicated issue and assuring the customer I will follow-up with a resolution.”
Over the years, Val has learned that providing great service starts with understanding the customer. Outside of work, she enjoys spending time with her family and dog, Whitney, crafting, exercising and watching the Eagles.
Skye: Helping customers by helping the team
Customers may not always see the work happening behind the scenes, but it is an essential part of their experience.
Skye supports multiple areas of back-office billing and helps fellow employees understand processes that resolve customer issues. In nearly five years with PPL Electric, she has expanded her knowledge and used what she’s learned to train other representatives.
She enjoys helping her colleagues, teaching them, answering questions and helping them reach their goals.
For Skye, effective communication is about more than simply completing a task or providing information. “It’s important to provide the correct answer but also to make sure the customer feels heard and is satisfied with their experience.”
When she’s not working, she enjoys spending time with her family and pets, especially finding new places to walk her dog, Nova.
Kathy: Listening first and finding solutions second
After nearly 19 years, Kathy knows that solving a problem begins with listening to our customers.
“The most valuable lesson I’ve learned is to listen before trying to solve a customer’s problem,” Kathy said. “Sometimes, the customer needs to express their concern or provide background information before problem-solving is even possible. It also helps avoid assumptions and really get to the bottom of the issue.”
In Kathy’s role, she’s responsible for prioritizing a variety of back-office work items and service orders based on issue and urgency. One of her most challenging responsibilities is billing large power customers, which requires extensive billing knowledge and attention to detail.
She also trains fellow employees on the processes required to complete various back-office items and guide them through complex issues.
In her free time, Kathy enjoys spending time with her grandson, Connor, trying new restaurants with her family and shopping.
Going the extra mile together
Whether they’re answering a call, researching a billing question, handling an important work order or helping a colleague find the right solution, our customer service employees share a common goal: helping customers feel heard, supported and confident in our ability to resolve their issues.
This National Customer Service Week, we’re proud to recognize Gigi, Val, Skye and Kathy and all the other employees who go the extra mile for our customers.
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!
Jessica 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.
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!
Aug 26, 2025 | Reliability
Fewer Outages, Brighter Days
When you flip your light switch, you expect one thing: the lights to come on — and stay on. That simple moment is at the heart of everything we do. In 2025, thanks to our ongoing work, we’re delivering on that promise with real improvements.
Results You Can See — and Feel
So far this year, our customers have experienced 510,000 fewer interruptions compared to the same period in 2024. That’s not just a number, it’s hundreds of thousands of evenings uninterrupted, workdays powered through and family moments kept bright. These improvements aren’t by chance. They’re the direct result of our investments in reliability and resilience.
One major game-changer has been our comprehensive tree trimming program. By regularly trimming and removing trees along our power lines, we’ve slashed tree-related outages by 11%. Fewer branches mean fewer outages — simple as that.
Building a Stronger, Smarter Grid
We’re investing nearly $7 billion between 2025 and 2028 in upgrades to our distribution and transmission systems. Our goal? A grid that’s tougher, smarter and ready to handle whatever Mother Nature throws our way.
Our teams are hard at work replacing and upgrading lines and equipment. Dozens of comprehensive storm hardening projects are happening across our 29-county service territory to further reduce outage frequency and duration.
Our ongoing work includes:
- Trimming and removing trees along our power lines to prevent outages before they happen.
- Replacing aging equipment, adding stronger poles, pole-top equipment and wires, and installing animal, avian and lighting guards.
- Adding smart grid devices and sensors across our system to optimize the ability to reroute power remotely and automatically, decreasing the number of customers affected by an outage and the outage duration. Since 2015, our smart grid has avoided more than 3 million outages.
- Continuing proactive inspections and maintenance to assess the performance and health of the system and proactively replacing aging or damaged equipment before an outage occurs.
Our Promise: Reliability You Can Count On
Every day, our mission is to make sure you can go about your life without interruption. We’re not done yet; the work continues, and each improvement we make we do it for you.
Stay tuned for more updates on how our investments are keeping your lights on, your life powered and your moments uninterrupted. We’re proud to be your partners in power.
Jul 14, 2025 | Customer Service
Caring for a family is a big job, so we understand you might be facing challenges and burdens far more complex than your electric bills. If you’re caring for an aging parent or loved one, we have simple tools and resources to help you manage their bill with ease, so you can focus on what’s most important.
Our Seasonal Savings Solutions is a one-stop shop for tools to help manage your bill, become more energy-efficient and get payment assistance when you need it. Check out these resources and find the right combination of options to help your relative stay comfortable this season.
- Manage their bill: From making payments more predictable with budget billing to signing up for PPL Alerts for bill and outage notifications, we can help you stay on top of your relative’s account with ease.
- Save energy: We have no-cost and low-cost tips to save energy at home, as well as rebates on energy efficient products.
- Get help paying: If your relative is struggling to pay, we have payment arrangements and assistance programs to help all customers, regardless of income. See which option fits their situation and apply online in minutes.
Another helpful tip when supporting an elderly family member is to get added to their PPL Electric account. This can be extremely useful if you have questions about their account or want to make payments. With access to their account information, you can also sign up for a web profile to manage their bill and make payments digitally at pplelectric.com.
- As an “other,” you can speak on their behalf but would not be able to process certain transactions, like a stop service request. You wouldn’t be financially responsible for the account balance either.
- An “additional ratepayer” has all the same authority as the account holder and can perform all transactions. You would be equally responsible for the account balance.
To request these designations, call our Customer Service team at 1-800-DIAL-PPL with the account holder on the line. They will need to give their verbal consent and authorization to add you to the account.
We hope these tools help provide some relief if you’re facing the challenges of caring for an elderly relative. We know it can be tough, but we’re here to support you.
Jun 26, 2025 | Customer Service
We understand that your electric bill is a primary part of your monthly expenses and it’s important to us to deliver safe, reliable electricity to your home at a fair price.
We’d like to clear up a few misconceptions about your bill. For starters, each section reflects different aspects of how electricity gets delivered and used. And we only have direct control of about half of these charges.
Check it out:
Myth #1
PPL Electric doesn’t care when customer bills increase.
Fact
Customers are understandably concerned about higher bills, and we’re concerned too. While we can’t control market trends, we can empower you with the tools, resources and information needed to manage energy use and explore cost-saving opportunities. We are committed to operating efficiently and controlling the costs that we can while still ensuring reliable service for you.
Myth #2
PPL Electric controls every part of the electric bill.
Fact
We don’t have direct control over approximately 50% of a residential bill. This portion includes energy supply costs, regulated charges and taxes. If you don’t shop for a third-party electricity supplier, we purchase power for you and pass on the cost of generation supply without markup. We don’t profit from supply costs.
The other half of the bill is within our control, which includes the costs to maintain the poles, wires and equipment that deliver electricity to your home or business via the distribution and transmission grid. These charges are regulated and vary according to how much electricity you use.
Myth #3
PPL Electric benefits from Price to Compare increases.
Fact
We do not profit from these increases. The energy supply costs included in the Price to Compare are passed through, without markup, to customers who do not shop for a third-party supplier. Our Price to Compare is fixed for six months and changes twice per year on June 1 and December 1.
When the Price to Compare increases, it is based on increases in the energy supply market which is outside of our control.
Myth #4
There is nothing I can do about my high bills.
Fact
We offer a wide range of tools and programs designed to help you manage energy costs and keep monthly bills as predictable and reasonable as possible.
- Making bills more predictable and affordable with budget billing, payment plans and due dates to fit your schedule.
- Saving energy used at home or work through no-cost and low-cost energy saving programs and products.
- Providing bill assistance or support programs if you need help paying your bill, regardless of your income.
- Shop for a competitive supplier: Compare offers from third-party suppliers. Visit the PUC’s papowerswitch.com.
Access these resources and more in one convenient place at pplelectric.com/SeasonalSavings.
