Service Representative B Temp

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, 20,000 colleagues strong serving more than 10.7 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).

We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.

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

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. This is a temporary position for a limited period of time. This position does not guarantee employment for any particular period, and the Company may change the terms and conditions of your employment from time to time subject to the terms and conditions of any applicable collective bargaining agreement.

Primary Duties: PRIMARY DUTIES AND ACCOUNTABILITIES

- 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.

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

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

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

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

Job Scope: JOB SCOPE

- This is a temporary position for a limited period of time. This position does not guarantee employment for any particular period, and the Company may change the terms and conditions of your employment from time to time subject to the terms and conditions of any applicable collective bargaining agreement.

- This position also requires participation in the local union and payment of union dues.

Minimum Qualifications: MINIMUM QUALIFICATIONS

- 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.

- 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.

- 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).

- 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.

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

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

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

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

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

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

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

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

- 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.

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

Preferred Qualifications: PREFERRED QUALIFICATIONS

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

Benefits:

- Hourly rates will be paid in accordance with terms of the candidate’s skills, qualifications, experience or collective bargaining agreement: $32.46/Hr.

- Medical Insurance

- Retirement benefits

- Floating and fixed holidays and sick time

- Employee Assistance Program and resources for mental and emotional support

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.