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We hope that you and your loved ones are managing through this challenging and uncertain time. The COVID-19 pandemic has demanded unprecedented changes to our daily lives. That said, what hasn’t changed for us is the vital work we do, and our commitment to ensuring the safety of our candidates, employees, customers, and communities. While our hiring process looks a bit different today, with 100 percent virtual interviewing and other solutions in place to facilitate proper social distancing, we remain focused on powering possibilities for new talent who are ready to join us in making a difference. As always, you can find our available opportunities here. We truly appreciate your continued interest in opportunities with Exelon and our family of companies.

Manager Customer Accounts

Location: Mays Landing, NJ, United States
Organization: PHI Service Company
Job ID: 226424
Date Posted: May 29, 2020

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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

Manage and coordinate the activities of specific Account Management Personnel within the Large Customer Services’ Region.
Address customer needs for electric service delivery installation, billing and credit issues, service reliability, load management initiatives, and value added products related to delivery services to ensure increased customer satisfaction and margin growth within the specific region.
Coordinate activities with other departments within the company to provide superior customer service and electric service delivery.
Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.
 
 
PRIMARY DUTIES AND ACCOUNTABILITIES 

1. Manage a regional strategy to affect timely service delivery, ensure reliability of service, implement load management, handle billing and credit issues, and promote Company sponsored services to customers. 

2. Analyze workload volume, assign customers and tasks, establish individual goals, train, coach, and evaluate the performance of Account Management Personnel.  

3. Direct and support Account Management Personnel in the development and implementation of customer-specific business plans and action plans. 
 
4. Manage resource requirements and develop and manage operating budgets to meet needs within a specific region.  

5. Coordinate the activities of the Large Customer Services Organization with the activities of other Departments within the company to focus on providing reliable energy supply, anticipating and providing for customer needs and providing cost effective delivery services. 

6. Manage the implementation of Corporate Programs and Large Customer Services Policies.  

7. Work closely with External Affairs to ensure support of account management activities.  
 
POSITION SPECIFICATIONS 

Minimum: 
  
- Bachelor’s degree in business, engineering, or other relevant discipline 
 
- Ten or more years of business experience with emphasis on customer relationship assignments  

- Possess general knowledge of collective bargaining agreements and related procedures, policies and processes

- Must possess excellent written and oral communication skills, strong analytical skills, and strong technical and financial aptitude

- Strong relationship building and negotiation experience is necessary
   
- Must also possess basic computer skills, and management skills including adeptness in leadership, coaching, and budgeting
 
- Demonstrated ability to direct work activities of personnel

Preferred:

Advanced degree in business, engineering, or other relevant discipline

Qualifications

POSITION SCOPE

Day-to-day management responsibilities are direct, and primarily administrative in nature.  They will typically involve establishing a safe and effective work environment, the management of account management activities, which include coordinating electric service installation, monitoring billing and credit activities, ensuring reliability of electric service and assisting the customer in load management.  

Assign accounts and manage the Individual Performance Planning & Review process, which includes the establishment of goals, monitoring of progress, review of performance, evaluation of results, and rating of individual performance.  Provide counsel to employees in development of their Individual Development Plans. 

Establish, promote and maintain a safe work environment.  Manage the needs of the region’s customer base, which provides annual electric revenues up to approximately $300 million.  Manage the achievement of the Region’s goals while managing an annual operating budget up to approximately $1.0 - $1.7 million.

Work involves utilizing internal and external contacts to manage challenges that require superior resolution regarding customer satisfaction, electric service installation, billing and credit issues, and load management.  Cooperation, tact, good judgment, and patience are essential to prevent negative impact on Company image or business.  Generally operates with wide latitude for reviewed actions or decisions.

Work is diversified and complex in nature. Work involves the understanding and application of general instructions and guidelines, and a wide range of practices and procedures.  It also requires exercise of judgment and ingenuity, with minimal oversight to select the most appropriate course of action.

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.

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