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BGE HOME - Customer Care Rep

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Location: BALTIMORE, MD, United States
Organization: BGE Home Products & Svcs, LLC
Job ID: 232679
Date Posted: Aug 11, 2021

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Job Description

Description

PRIMARY PURPOSE OF POSITION

 

The Customer Care Representative is the “public face” of our organization and, as such, is responsible for high-volume daily interaction with customers.  The Customer Care Representative is responsible for providing service excellence through professional judgment and initiative while working within a dynamic, and sometimes stressful environment.

 

Ability to Perform multiple tasks simultaneously while upholding the highest standards of ethical conduct in accordance with Company directives, policy, and values

Ability to use personal computers with standard/mainframe software, ACD call center telephone and headset, and basic calculator.

Ability to communicate effectively and professionally both verbally and in writing

 

 

PRIMARY DUTIES AND ACCOUNTABILITIES

 Item

Accountability

 

1

Demonstrate a mature and professional attitude while responding to the needs of customers and resolving customer issues/concerns      

20%

2

Give full attention to call volume and work to reduce response time

 

15%

3

Determine customer needs and work to exceed expectations, ensuring satisfaction.

 

10%

4

Schedule repair and inspection services; process and amend related work orders

 

10%

5

Acquire information and process orders for sales leads and customer investigations.

 

10%

6

Use professional judgment and escalate customer issue/concerns to management when appropriate.

10%

7

Respond to customer inquiries regarding products and services; act as interdepartmental liaison to assist with problem/issue resolution.

 

10%

8

Promote sale of available products and services, as appropriate

5%

9

Perform outbound calls or survey customers and/or schedule services when necessary.

 

5%

10

Respond in writing to customer inquiries and/or mail company literature to customer residences.

5%

 

POSITION SPECIFICATIONS

Minimum:

Preferred:

  • Ability to communicate effectively and professionally both verbally and in writing
  • High School education required.  Consideration could be given to candidate with a minimum of 2 to 4 years demonstrated customer call-center service experience.
  • Call center experience strongly preferred
  • Undergraduate degree in economics, finance, engineering, business administration or equivalent experience

 

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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