Customer Consultant Coach

Who We Are

We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 19,000 colleagues strong serving more than 10 million customers at six energy companies Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?

Primary Purpose PRIMARY PURPOSE OF POSITION

Assists with the coaching and training of our Customer Service Representatives to ensure that customer inquiries are handled in an efficient and timely manner. Responsible for driving the productivity of personnel in the completion of daily work. Handling escalated customer inquiries, in the same timely and efficient way. Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.

Primary Duties PRIMARY DUTIES AND ACCOUNTABILITIES

- Model key Exelon Utility Competencies, including, but not limited to, Exhibiting Courage, Leading, Coaching & Engaging Talent, Demonstrating Adaptability, Fostering Innovation, providing +1 Customer Experiences and exhibit positive leadership behaviors. (65%)

- Assist, train, coach and evaluate employees' customer handling skills and transaction accuracy. Monitor the technical development of his/her employee to drive compliance with Company Regulatory policies and procedures and with Fundamentals and the Management Model. Develop individual improvement plans for CSRs as required. (10%)

- Participate in employee performance evaluations including documentation and discussions around monthly scorecard performance. Respond to all assigned customer inquiries and escalations within a 24hr period (10%)

- Participate in decisions related to hiring, discipline, overtime and granting time off. Must exercise independent judgment while directing employees in everyday job performance. (10%)

- Assist other departments (ESO, Public Affairs, Customer Relations) and Coach CSRS (5%)

Job Scope

JOB SCOPE

- Handle escalated customer inquires within a 24-hour SLA

- Provide departmental training and coaching for Customer Service Representatives

- Develop CSR individual improvement plans as required

- Support internal customers (Public Affairs, ESO, Field & Meter Services)

Minimum Qualifications

MINIMUM QUALIFICATIONS Associate's degree in business administration, communications or a related field and 1+ years of experience in customer service, preferably in utility or energy services or, in lieu of a degree, an HS Diploma and 2+ years of experience in customer service, preferably in utility or energy services.

Preferred Qualifications PREFERRED QUALIFICATIONS

- Demonstrated ability to lead others. Customer information and Marketing knowledge

- Computer/System/Technical Knowledge- (i.e. CC&B, CX Wrapper, Procedure Flow), Billing and Credit process knowledge Previous CSR Experience

- Strong interpersonal and communication skills (verbal & written) Prior supervisory or coaching experience, ideally with direct reports

Benefits

- Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $56,000.00/Yr. – $77,000.00/Yr.

- Annual Bonus for eligible positions: 7%

- 401(k) match and annual company contribution

- Medical, dental and vision insurance

- Life and disability insurance

- Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave

- Employee Assistance Program and resources for mental and emotional support

- Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement

- Referral bonus program

- And much more

Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.