An Important Message about Exelon Recruitment during COVID-19

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.

Customer Relations Specialist

This job posting is no longer active.

Location: BALTIMORE, MD, United States
Organization: Baltimore Gas & Electric Co
Job ID: 233053
Date Posted: Aug 7, 2021

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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 DUTIES AND ACCOUNTABILITIES
  • Investigates diagnoses and resolves customer appeals, inquiries and complaints
  • Responsible for managing the customer relationship regarding inquiries/complaints of gas and electric emergencies, service orders, billing, collections, general business, NBC, electric deregulation, delivery service, internet inquiries, WMS desk, on-line payment and IT issues and gas options received by telephone or mail
  • May specialize in New Business, by responding to builder, contractor and new residential and commercial development inquiries/complaints regarding New Business, relocation gas and electric, change meter orders, master jobs and service applications
  • Interprets Company operations, special programs, and related satellite systems to assist in the resolution of in-bound customer inquiries
  • May specialize in High Bills by responding to customers with high bills and interprets Company operations and policies, special programs, approved rates and regulations, and tariffs to resolve customer inquiries
  • Supports all Customer Relations’ teams by coaching and providing feedback to representatives concerning procedures, system updates, and job skills during day, night and weekend schedules on the CCC
  • Uses effective communication skills combined with good judgment to analyze and resolve complex customer contacts
  • Responds to emergency demands in utility operations. Demonstrates effective crisis management skills involving gas and electricity emergencies
  • Completes special assignments. Complies with the requirements of essential personnel status


Qualifications

Knowledge, Skills/Abilities:
  • In depth knowledge of the Customer Care & Billing (CC&B) system
  • Demonstrated ability to analyze data and resolve complex customer concerns
    • Knowledge of Microsoft Office applications, specifically Word and Excel
    • Excellent verbal and written communication skills
    • Excellent written communication skills
    • Ability to work in a team atmosphere
    • Strong organizational skills
    • Ability to negotiate, provide consultative solutions, and problem solve.
  • Extensive knowledge of Company policies and procedures, special programs, Customer Care & Billing (CC&B), and related satellite system

Education/Experience:
  • Minimum high school graduate or GED
  • Minimum one year BGE experience interpreting customer records preferably in customer contact, billing, and/or investigations areas or the equivalent combination of education/training and experience
  • Demonstrated skills defined for a Customer Relations Representative

Competencies:
  • Strong analytical and critical thinking skills
  • Customer service orientation
  • Initiative
  • Teamwork
  • Leadership ability
  • Time management skills
  • Ability to set priorities
  • Communication Skills (oral and written)
  • Attention to detail
  • Interpersonal skills

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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