Sr Account Representative

Location: WASHINGTON, DC, United States
Organization: PHI Service Company
Job ID: 219459
Date Posted: Jun 13, 2019

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Job Description

Description


At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!

PRIMARY PURPOSE OF POSITION

Establish, develop and maintain professional relationships with the key managers and decision makers of assigned customer accounts. Leverage internal and external relationships in the development of business plans to meet customer needs regarding service delivery, billing and credit issues.

Perform account management tasks, i. e. creation of Business Plans, development of critical facility information, monitor billing/ credit issues, secure load response commitments, process new business requests, respond to reliability issues, provide outage management information, maintain accounts in Customer Relationship Management database.  Be available for after-hour duty responsibilities.

Provide open communication with customers concerning: Rate changes, Customer Choice, Energy Efficiency Programs and emergency response to drive and improve customer satisfaction.


Under the direction of management, establish, develop and maintain professional relationships with the key managers and decision makers of assigned accounts. Leverage internal and external relationships to aid in the development of business and actions plans to meet customer needs regarding service delivery, as well as, billing and credit issues.

Diligently promote the sale of products and services and affect customer participation in load management programs. Perform account management tasks i. e. contract management (where applicable), bill/credit issues, after-hour duty responsibilities and the regular use of Customer Relationship Management database to manage customer information and relationships.  Provide open communications with customers concerning: Rate changes, Customer Choice, and Emergency response to drive and improve customer satisfaction.

Position may be required to work extended hours, including 24 x 7 coverage during storms or other emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES

- Act as single point of contact to Large Commercial and Industrial customers to improve customer satisfaction. Responsibilities include, but are not limited to, coordinating the work of multiple departments to affect the installation of new or expansion of existing electric service, presentation and execution of all appropriate service contracts and associated paperwork (where applicable), and coordinating restoration and analysis of interrupted service, including providing 24/7 on-call accessibility. 

- Establish and develop strong professional relationships with the decision makers and key managers of assigned accounts with the intent of implementing customer load management strategies, which benefit the company through providing curtailment during peak load periods. 

- Create Key Account Business Plans and develop critical customer facility information to maintain record of customer information and business overview. Gather relevant information regarding service issues, equipment overview, on-site generation, etc. 

- Effectively manage outstanding customer debt with the timely resolution of billing and credit issues. Proactively establish customer payment procedures, which minimize exposure to bad debt and maximize the company's margin. 

- Communicate company policies and procedures to the customer regarding rates and riders, including changes and additions that could impact the customers energy management and purchasing. 

- Input and maintain all specific and pertinent customer information utilizing Customer Relationship Management database for use in gathering intelligence on customer operations.

- Mentor E01 Associate Account Representatives and E02 Account Representatives. Perform special projects and assignments. 

- Develop and implement customer specific business plans to improve customer satisfaction including coordinating the work of multiple departments to affect the installation of new or expansion of existing electric and gas service, presentation and execution of all appropriate service contracts and associated paperwork (where applicable), and coordinating restoration and analysis of interrupted service including providing 24/7 on-call accessibility. 

- Establish and develop strong professional relationships with key managers and decision makers of assigned accounts with the intent of selling products and services to meet customer needs and benefiting the company through providing additional margin as well as for promoting other company interests.

- Manage outstanding customer debt with the timely resolution of billing and credit issues. Proactively establish customer payment procedures, which minimize exposure to bad debt and maximizing the company's margin. 

- Communicate company policies and procedures to the customer regarding all rates and riders affecting the customer, including changes and additions which could impact the customers energy management and purchasing. 

- Input and maintain all specific and pertinent customer information utilizing Customer Relationship Management database for use by other departments including Marketing, Marketing Research, and Technical Services. 








Qualifications

POSITION SPECIFICATIONS

Minimum: 

- Bachelors degree with 5-8 years experience, or in lieu of bachelors degree, must have minimum of 9-12 years of diverse business experience, either internally or externally.  Emphasis should be in customer service and sales. 

- Thorough written and oral communication skills, technical and financial aptitude, proficient computer skills, strong relationship building, sales and negotiation experience, and customer service orientation.  Works independently with guidance on only the most complex situations. 

- Job requires a valid drivers license and use of personal vehicle. Ability to fulfill scheduled and unscheduled after-hours duty responsibilities. 
Preferred: 

- Bachelors Degree is strongly preferred, in the business or engineering field. 


Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor

EEO is the Law Poster
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