We're powering a cleaner, brighter future.
Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.
We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 19,000 colleagues strong serving more than 10 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).
In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.
Are you in?
Primary Purpose
PRIMARY PURPOSE OF POSITION
Assists with the coaching and training of our Customer Service Representatives to ensure that customer inquiries are handled in an efficient and timely manner. Additional responsibilities include handling escalated customer inquiries, in the same timely and efficient way. Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.
Primary Duties
PRIMARY DUTIES AND ACCOUNTABILITIES
- Provide assistance, training, coaching and evaluation of customer handling skills and transaction accuracy. Ensure employee compliance with Company Regulatory policies and procedures and with Fundamentals and the Management Model. (65%)
- Respond to all customer inquiries within a 24hr period (10%)
- Assist other departments (ESO, Public Affairs, Customer Relations, Operations) and coach CSRS (10%)
- Develop individual improvement plans for CSR's as required. (10%)
- Assist other departments (ESO, Public Affairs, Customer Relations) and Coach CSRS (5%)
Job Scope
JOB SCOPE
- Handle escalated customer inquires within a 24-hour SLA
- Provide departmental training and coaching for Customer Service Representatives
- Develop CSR individual improvement plans as required
- Support internal customers (Public Affairs, ESO, Field & Meter Services)
Minimum Qualifications
MINIMUM QUALIFICATIONS
High School Diploma
Preferred Qualifications
PREFERRED QUALIFICATIONS
- Customer information and Marketing knowledge
- Computer Knowledge- CIMS Billing and Credit knowledge
- Previous CSR Experience
Benefits
Benefits
- Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $56,000.00/Yr. – $77,000.00/Yr.
- Annual Bonus for eligible positions: 7%
- 401(k) match and annual company contribution
- Medical, dental and vision insurance
- Life and disability insurance
- Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
- Employee Assistance Program and resources for mental and emotional support
- Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
- Referral bonus program
- And much more
Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.