Specialized Consultant

Job Description

Description

Description – External

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!

Major Accountabilities:

PECO, an Exelon Company, is looking for a Specialized Consultant to deliver a Premier Customer Experience to PECO electric and gas customers. In this role, you will be receiving and answering customer inquiries via different communication methods, processing orders regarding customer service requests, credit and collection activities, deferred payment arrangements, processing electric and gas emergencies, reviewing and analyzing accounts to determine solutions, providing customers explanations regarding usage and rates, other customer requests, and other tasks assigned by management.

The position requires strong communication skills and computer skills, including Microsoft programs.  Previous customer service in a high-volume customer-oriented industry strongly preferred. 

Perform various task for residential and small business customer:

• Demonstrated ability to respond to emergencies and manage stressful situations.
• Demonstrated ability and willingness to work effectively and productively in a changing environment.
• Demonstrated ability to understand Call Center processes
• Managing difficult and non-difficult customers utilizing soft skills
• Follow-up on tasks until completion utilizing organizational skills
• Identify problems along with solutions
• Self-managed with minimal supervision
• Effective oral and written communication skills, including demonstrated use of three-part communications.
• Ability to coordinate activities with various departments to achieve first contact resolution.
• Demonstrated analytical skills and judgment.
• Communicating with customers in-person, through email or chat, over the phone or on social media (Facebook and Twitter)
• Pilots and tests new customer contact programs, processes and technology
• Must be high-energy, detail-oriented, and proactive
• Work with other departments and follow up with customers on issues that need to be researched
• Train, provide support, ideas and encouragement to Universal agents
• Conduct live/recorded call monitors to ensure quality, and compliance
• Audit accounts to monitor associate quality and training needs
• Assist with floor management, escalated customer calls and universal agent questions
• Builds and maintains effective relationships within the care center, cross -functionally and with subject matter experts.
• Exercises initiative and independent judgement while researching and solving complex customer complaints and issues

Qualifications

To qualify for this position candidates must pass the Customer Service Pre-Employment Exam, which includes Call Center Scenarios, Call Center Simulation, Mathematical Calculations, Behaviors Associated with a Call Center Environment, and a typing proficiency test at 40WPM, in addition to interviewing for the position. Candidates must also pass the pre-employment drug & alcohol testing and a background Investigation

Position Requirements:

1. High School diploma or equivalent.
2. You must have at least (2) years customer service experience (call center environment is preferred).
3. You must be able to type a *MINIMUM* of 40 words per minute.
4. Excellent written & verbal communication skills.
5. Strong PC Skills and professional telephone etiquette.
6. Ability to multi-task (type while talking to customers)
7. Ability to work in a fast paced environment.
8. You must demonstrate excellent written & verbal communication skills.
9. You must have a proven track record of reliability and customer focus.
10. Minimum 3 years Customer Service Call Center Background
11. Excellent interpersonal skills
12. Excellent knowledge of customer relations
13. Excellent conflict resolution skills
14. Ability to multitask
15. Excellent managerial skills

Qualifications

Schedule:

• This position will be scheduled for 40 hour a week
• You must be available to work core business hours Monday through Friday Monday-Friday 7am-7pm.  However Customer Care Center hours may vary based upon emergent issues.
• Hours to address Holidays and emergency response needs may be required
• Schedules may vary weekly, and change within (48) hours based on business needs including hours to address holidays and emergency response.