Service Representative B Temp

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 150 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
 

To handle incoming telephone calls and route calls to appropriate areas and business office traffic     prior to input in the Company Billing system.  Provide quality customer service to the public     regarding Company policies and practices. 

SUMMARY OF DUTIES

Duties include, but are not limited to:
1.    Communicates with customers, in person or by telephone, who request electric service account information and provides resolution to customers’ inquiry. Processes Consumer Orders to open, close and transfer accounts.  Reports customer electric service problems and process payments by phone.

2.    Directs customers and/or work to appropriate area using Company billing system. 

3.    Recognizes and escalates issues pertaining to the customer, system, and/or process to the PSR or management. 

4.    Delivers high quality customer service, resolves customer issues, and prevents unnecessary contacts. 

5.    Ability to support the testing of new technologies, processes, and procedures.

Qualifications

II.    Job Requirements
1.    Demonstrate a working knowledge of using Company billing systems, Outage Management System, including current and past rate structures, billing procedures, General Terms and Conditions, Automated Call Distribution (ACD), and Rates and Regulatory practices of all jurisdictions.  

2.    Experience working in a high call volume Call Center environment and/or handling inquiries from the public including responding to irate customers, and resolving difficult, challenging and/or sensitive issues with diplomacy, empathy, good judgment, patience, and professionalism.

3.    Possesses the requisite mathematical and analytical skills required to compute and interpret customer data -billing inquiries (i.e., addition, subtraction, multiplication, division, percentages, averages and rates).

4.    Ability to operate telephone equipment, calculator, computer system, navigate within the billing system, Intranet, Internet, and retrieve information relevant to the job. Possess a valid driver’s license.

5.    Should have at least two years of previous customers service experience, handling inquires by phone and/or face to face.

6.    Must be willing and able to work overtime on a regular basis and must be available for callout overtime, consistent with the Labor Agreement.

7.    Ability to read, write and speak effectively in English and for bilingual representatives, also the ability to read, write and speak effectively in Spanish.

8.    Must be willing and able to work at various Company locations.

9.    Ability to perform effectively in a high stress environment, respond effectively to customers and provide accurate and timely resolution to customer issues.

10.    Demonstrate the ability to effectively understand customer issues, offer solutions to problems, and communicate with the via the telephone and person-to-person.

III.    PHYSICAL REQUIREMENTS

1.    Ability to walk, stand and sit for an extended period of time.

2.    Ability to input data into the computer for a prolonged period of time.

3.    Ability to perform and maintain composure in a high stress environment and respond effectively to customers while providing timely and accurate solutions to customer issues.

4.    Ability to listen to conversations via telephone or recording systems.
 

IV.    PREFERRED

1.    Working knowledge of My Account, Graphical User Interface (GUI), Call Management Systems (i.e., CMS) and Call Center Scheduling Software (i.e., IEX).
 

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

EEO is the Law Poster