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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.

QA & Training Customer Care Specialist

Location: BALTIMORE, MD, United States
Organization: Constellation New Energy, Inc.
Job ID: 226744
Date Posted: Jun 23, 2020

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Job Description

Description

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.

PRIMARY PURPOSE OF POSITION

Responsible for the design, development, delivery and evaluation of Customer Care Center training programs and quality monitoring activities to include evaluating customer interactions and providing coaching and feedback .   This position will work closely with Customer Care Center leadership to ensure alignment on performance, expectations, initiatives, and priorities. 

PRIMARY DUTIES AND ACCOUNTABILITIES 

 -  Designs, prepares and delivers training classes as well as preparation and maintenance and delivery of initial training and on going process and procedure materials.   Conducts new employee/contractor and refresher training.                        

-  Listens to calls, evaluates interactions, and provides specific, timely and constructive performance feedback to employees.  Seeks opportunities to provide appropriate recognition.  Partners with Customer Care Team Leaders to share quality observations and performance feedback.                  

-  Maintains records and provides reports to leadership that document training and quality program activities and provides recommendations for training classes based on quality monitoring                         

-  Participates in training needs and quality calibration meetings.                              

-  Creates and delivers Call Center Communications and maintains Customer Care Share Point Site                   

POSITION SPECIFICATIONS

 Minimum:

-  Comprehensive knowledge of Customer Care Center policies and procedures, Company products and services, and IT systems.

-  Basic to intermediate level of computer literacy and application in Microsoft Word, Outlook, Excel and PowerPoint.

-  High School graduate or equivalent

-  5+ years customer care experience including training/ leadership responsibilities

-  Strong oral, written, and interpersonal communication and presentation skills.

-  Ability to influence and motivate others and clearly state expectations and desired outcomes.

-  Role model for delivering exceptional customer service.

-  Strong problem solving, organizational, and time-management skills.

-  A self-starter able to work both independently with minimal supervision and in a team environment

 Preferred:

-  Knowledge and practical experience with CRM, eVapt and Viryanet

-  Knowledge of sharepoint software preferred¿

-  Dependability is essential in this role.                 

 

This position is considered essential.                                                                

POSITION SCOPE

Level and depth of supervisory duties:  Responsible for training others- no direct reports

Budget accountability, impact on asset management, and organization revenue:  No budget accountability

Level of independence, decision-making authority or strategic planning accountability: limited

Internal and external contact relationships: Mostly internal contact/relationships

Number of direct reports (Span of Control): Works under supervision of Manager or Director

DISCLAIMER

The preceding position description is intended to provide the general nature and level of work to be performed by employees within this classification.  It is not intended to be a detailed description of the position or a comprehensive listing of all duties, responsibilities, and qualifications required of employees assigned to this position, nor is it intended to indicate the exact amounts of time an individual will perform various position duties.


Qualifications

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
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