Sr Account Representative

Job Description

Description

Be a part of something powerful at America's leading energy provider!

At Exelon, our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are a Fortune 200 company united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities -- 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). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are empowered to evolve and advance their careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come, stay and grow -- whether that's in the role and path they start in or in new and exciting career opportunities across our business. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives, opportunities for career path changes, and health and retirement benefits.

PRIMARY PURPOSE OF POSITION

Support strategic development of plans and unique opportunities to meet the expectations of our commercial customers. Provide world class customer experience by directly engaging customers proactively and as needed. Perform account manager tasks to ensure high customer satisfaction, which could include but not limited to addressing billing and rate inquiries, service delivery concerns, coordination of sustainability proposals and projects, emergency response and other matters of interests that could possibly require engagement after work hours and on weekends. The Sr. Account Representative will also work to build and grow internal / external relationships to partner on strategic efforts to drive continuous improvement; promote relevant programs such as energy efficiency offerings, fleet electrification programs, economic development incentives, etc. Additionally, this role will educate and inform customers on legislation and policies of interests; establish and maintain an effective and valuable relationship to position the utility as their trusted energy advisor. Provide, promote, and support communications to customers to ensure understanding of issues and resolution, generate interest and participation in programs, sponsored events, and other opportunities to strengthen relationships. Finally, this role will continuously innovate to increase our value to customers. He or She will mine our database and CRM to learn as much as we can about our commercial customers and support the vision of leadership, measure results of all efforts and regularly report on outcomes Position may be required to work extended hours, including 24 x 7 coverage during storms or other emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Support the development and implementation of business plans to improve customer satisfaction; track and report progress regularly for leadership, provide action and recommendations for progress. (25%)
• Manage escalated customer issues as needed to ensure resolution. This includes direct response to customer needs and/or partnering with SMEs to ensure high customer satisfaction. Track and report outcomes. (20%)
• Partner with Customer Advocacy, Call Center Operations, Large Customer Services, New Business, Economic Development, External Affairs, and other internal stakeholders to innovate and increase efficiencies and customer satisfaction; provide needed services and support with customer matters. (15%)
• Manage and leverage Customer Relationship Management Database to capture interactions with customers and stakeholders. Mine data for trends and analysis to identify opportunities for continuous improvement. (15%)
• Proactively engage specific customers to ensure continued satisfaction, strong relationship, and partnership opportunities (10%)
• Assist Manager, Business Strategy and Support Services to drive customer satisfaction for SMB. Serve as mentor for E01, E02 and NE account representatives and professionals. (10%)
• Partner with Government and External Affairs to represent BGE at key venues and meetings to promote appropriate services and information (5%)

JOB SCOPE

Work routinely involves internal and external issues that require superior resolution regarding commercial customer satisfaction. Partnerships with internal colleagues and departments to promote and sell company products and services. Collaboration with leadership and peers to strategize and execute actions that will resolve reliability and billing issues and leverage relationships with customers to coordinate their involvement and support in relevant projects and programs to support their business and BGE. Daily activities require ensuring assigned customers are receiving direct proactive world class service and that the business continues to include the commercial customer segment in all opportunities to enhance service, programs and projects to drive high customer satisfaction. This would include assisting with and leading research efforts, tracking progress of projects, making recommendations, and reporting to leadership. This requires the account manager to possess a comprehensive knowledge of company rates, riders, departmental roles and responsibilities, policies, work practices and safety to affectively align customer needs with company resources. Activities routinely involve mentoring of less experienced peers, back-up supervisory duties, and special assignments i.e. teams, committees, and projects. Additional individual job development and value-added activities are expected. Ensure safe work performance. Budgetary management and impact is minimal

Qualifications

MINIMUM QUALIFICATIONS

Bachelor's degree with 5-8 years experience, or in lieu of bachelor's degree, must have minimum of 9-12 years of diverse business experience, either internally or externally. Emphasis should be in customer service, analytics and communications. Strong and effective written, oral and presentation skills, technical and financial aptitude, proficient computer skills, strong relationship building, negotiation experience, and customer service orientation. Works independently and confidently in team settings. Requires a valid driver's license and use of personal vehicle. Ability to fulfill scheduled and unscheduled after-hours duty responsibilities.

PREFERRED QUALIFICATIONS

Bachelor's Degree in the field of business, communications, customer service or engineering.