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!
Jun 4, 2024 | Environment
Thanks to our environmentally conscious customers, Pennsylvania is now 5,000 trees richer!
Back in April, we ran a campaign to encourage customers to sign up for paperless billing in celebration of Earth Month. The premise was simple, for every customer that enrolled in paperless billing during the month, we’d commit to plant a tree within one of the many communities we serve thanks to our Community Roots Program. And we’re happy to report that we’ll be planting 5,000 new trees across our service territory.
Mature trees can absorb more than 48 pounds of carbon dioxide from the atmosphere each year, according to the Arbor Day Foundation. Which means these trees — thanks to our customers — will grow up and absorb more than 240,000 pounds of carbon dioxide each year, the equivalent of removing approximately 26 gasoline-powered vehicles from roads annually. With just one small change, you’ve helped the environment in a big way. Thank you to everyone who went paperless in April!
Our Community Roots Program, which began in 2017, provides native trees and pollinator-friendly plants and seeds that enhance the environment and help beautify the region. Since the program began, we’ve distributed more than 132,000 trees, shrubs and native pollinator-friendly plants across eastern and central Pennsylvania.
Learn more about our Community Roots Program, and all our environmental efforts, at pplelectric.com/environmental. And, if you haven’t enrolled in paperless billing yet, sign up today at pplelectric.com/paperless.
Apr 10, 2023 | Customer Service
Have you visited pplelectric.com recently?
Here are 10 reasons you should set up your online account today.
1) It’s easy: You can set up an online account at pplelectric.com/register in three simple steps.
2) It’s mobile: The site is built for your mobile device, so managing your account is easier than ever on any phone, tablet, or laptop.
3) It’s convenient: With the site’s enhanced self-service areas, you can make everyday transactions without picking up the phone.
4) Pay your bill: Make a one-time payment or set up automatic payments, all in a few clicks.
5) Get bill help: Once logged in, you can answer a few questions to get customized payment assistance options.
6) Go paperless: Save money and time – and help the planet – by signing up for paperless billing.
7) Manage your energy use: Track your electricity use over time so you can take charge of your energy use.
8) Get moving: At pplelectric.com/moving you can start, stop, or transfer your electric service up to 40 days before you move.
9) Shop for supply: Find tips and tools to help you choose the electricity supplier that offers the price and service that’s right for you.
10) So much more: On pplelectric.com you can report and check on an outage, explore our energy efficiency programs and rebates, learn more about electrical safety and more.
Don’t wait. Set up your online account at pplelectric.com today!
Dec 5, 2022 | Bill Help
Colder winter temperatures can mean more energy use and higher bills. We’re here to help. If you’re struggling with your electric bills, you have options that can ease the burden:
- OnTrack: If you’re eligible, this PPL Electric program can help with lower, fixed monthly payments and debt forgiveness.
- LIHEAP: A federal program, LIHEAP offers grants to help offset your energy bills or pay off past-due balances.
- ERAP: Since 2020, our customers have received more than $10 million in assistance from this federal program. If you rent your home and your income was impacted by the pandemic, ERAP may be able to help.
- Operation HELP: This PPL Electric fund, supported by customers and employees, provides free grants to eligible customers.
- WRAP: Energy efficiency can help you save money. If you’re eligible for WRAP, you can receive free energy efficiency products and services.
To learn more about all the ways we can help this winter – and for energy efficiency tools, tips, and programs – visit pplelectric.com/highbill today.
Oct 31, 2022 | Customer Service
Stay up to date with news, notes and information from PPL Electric Utilities. Follow us on social media for energy efficiency tips, bill help information, guidance on shopping for an electricity supplier, storm updates and more. You can find us on Facebook, Twitter, Instagram and YouTube.
Whether you need a little extra time to make your monthly payment or need help paying off a past due balance, we have multiple programs and payment arrangements to help. For more information on these customer-assistance programs, including more on how you can apply, visit our bill help page.
Looking for ways to save energy and money? By reducing the amount of energy used at a home or business you can save on your monthly bill. We offer tips, programs and rebates that can help. Residential customers can also sign up for a free virtual home energy audit. For more information that can help you save—throughout the year—visit SaveWithPPL.com.
