BGE HOME/Constellation Home - Customer Assurance Territory Manager

Join BGE HOME to be a part of the team that offers a wide range of energy-related products and services that address the comfort and energy management needs of residential and small commercial customers in Maryland.

BGE HOME, a Constellation Company, specializes in the sale and service of heating, air conditioning, water heating, plumbing, and electrical systems along with appliance repair, replacement windows, doors, siding and attic insulation.

We are committed to our customers and have a customer satisfaction rating of more than 95 percent.

Our employees "live"; the BGE HOME Initiatives: Customer Commitment, Excellence, Integrity & Accountability, Teamwork and Safety.

We are a company that cares about the environment, supports local communities and embraces the diversity of our employees.

Every business line offers opportunity for employee development.

We have some of the best training programs in the area.

Here at BGE HOME, we continue our success through the strength of our people.

It's your future - it's about your career and your goals.

At BGE HOME, our aim is to match the right people with the right jobs.

Develops and manages residential Authorized Service Providers (Contractors) and company service technicians in designated key markets. Applies advanced knowledge of the heating, refrigeration, air conditioning, plumbing, electrical and energy related home improvements to enhance contractor relations and the ultimate customer experience.

Recruits, approves, trains and coordinates the processing of HVAC, plumbing, electrical and home improvement service providers.

Manages workload, related claims and provides work measurement statistics for management. Performs necessary clerical and administrative duties associated with sales and service management.

Performs frequent service audits for quality assurance.

Frequent travel to contiguous markets.

Hands on service and repair of HVAC systems as needed.    

 

Primary Duties and Responsibilities:  (Essential Job Functions)

1.    Performs manager duties as required.

2.    Assists in recruiting, approving, on-boarding and releasing authorized service providers.

3.    Provides technical support for service providers.

4.    Applies and trains authorized service providers on BGE HOME’s Ultimate Customer Experience, our policies, procedures, standards and expectations.

5.    Monitors, coaches and counsels on performance of authorized service providers and provides performance evaluations based on customer feedback and frequent quality control in-field audits.

6.    Responsibility for safety, communication, enablement and enforcement of safety practices, procedures and requirements.

7.    Manages parts and labor costs, associated with service calls and replacements to meet or exceed national home service division gross profit goals

8.    Responsible for customer and provider needs, inquiries, complaints and appeals to meet or exceed customer satisfaction and net promoter score goals.

9.    Demonstrates advanced knowledge and use of various software programs including Microsoft office suite, Excel, MSWord, Outlook, etc. for frequent reporting.

10. Issues and approves service and replacement orders.

11. Responsibility of P&L for region, and it’s contribution to the department and any related variance reporting.

12. Investigates and resolves customer appeals in relation to sales and service.

13. Teams with BGE HOME/Constellation Home management, Constellation Mass Markets and marketing to drive and enhance market activity.

14. Manages and coordinates key vendor relationships in region to facilitate warranty parts, servicing information and pricing.

15. Perform service calls as needed, i.e., workload demands, special customer circumstances, etc.

 

Basic Qualifications:

1. Bachelor’s degree in business administration or 5 years equivalent experience in related industry. 
2. Knowledge of company’s products and services, pricing practices, technical and selling skills.
3. Effective management skills with ability to manage the company’s field service operations.
4. Ability to manage multiple tasks in an efficient and timely manner.   
5. Demonstrated ability to communicate effectively both orally and in writing.
6. Must have valid drivers and professional HVAC journeyman’s licenses.     
7. Recent convictions for crimes reasonably related to activities of this job may disqualify an applicant.  Specific information may be obtained anonymously by calling the Human Resource Department