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.

Those who apply for employment with Exelon must be fully vaccinated against COVID-19 as a condition of hire (i.e., have received two doses of a two dose vaccine, or one dose of a single dose vaccine), subject to approved requests for accommodation.

Sr Analyst, Account Management

Location: WASHINGTON, DC, United States
Organization: Exelon Generation Co. LLC
Job ID: 234063
Date Posted: Nov 16, 2021

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Job Description

Description

PRIMARY PURPOSE OF POSITION

This role has primary responsibility for serving as account manager for customer relationships, ensuring the needs of customers assigned to the Senior Analyst, Account Management are appropriately handled and ensuring that customer expectations (e.g., service level agreements (SLAs), key performance indicators (KPIs)) are met.  The Senior Analyst, Account Management directly manages pear bill processing and is responsible for completing customer-specific tasks (e.g., account set-up, invoice scanning, data auditing), and overall, driving high performance while continually identifying new ways to improve the overall team’s effectiveness.

 

PRIMARY DUTIES AND ACCOUNTABILITIES

  • Respond to customer requests and requirements.  Prioritize incoming work and balance workload based on SLAs.
  • Routinely monitor key performance indicators (KPIs) and explore ways to exceed customer expectations.  Complete quality assurance checks for coworkers and ensure we maintain the highest level of accuracy and productivity.
  • Continually identify trends in performance and any performance gaps.  Create, communicate and improve training documents and standard operating procedures (SOPs) over time.
  • Work closely with other teams to streamline process and participate in open collaboration to ensure alignment across the organization.
  • Other duties as assigned.

Qualifications

POSITION SPECIFICATIONS

  • Bachelor’s degree in Operations, Analytics, Business and Software
  • 3-5 years of work experience that includes customer facing responsibilities and/or operations support for a customer
  • Ability to effectively adapt to changes in the work environment, manage competing demands and navigate frequent change, delays or unexpected events
  • Ability to prioritize and work on multiple projects within established timelines and work effectively under pressure
  • Ability to identify issues, gather and analyze information, identify the root cause in a timely manner, and maintain confidentiality as required
  • Effective collaboration with others and a positive and supportive attitude
  • Exceptional oral communication, speaking clearly and persuasively in varied situations, and exceptional written communication skills
  • Proficiency in computer applications (e.g., Outlook, Word, Excel, PPT) and ability to work in multiple programs simultaneously
  • Advanced skills with Excel – pivot tables, vlookup, etc. is a plus
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