Sr Supvr Customer Service

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

Plan, direct and monitor the activities of Customer Services bargaining unit or non-exempt line employees. Maintain and deliver optimum quality of service to customers and maximize employee productivity. Implement standards and programs to improve processes and increase customer satisfaction. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Primary Duties: PRIMARY DUTIES AND ACCOUNTABILITIES

- Direct bargaining unit or non-exempt line employees in day-to-day activities. Coordinate and evaluate scheduling of work within the area. Schedule overtime when required. Develop scheduling process to create efficient processing of workload among employees. Review and approve daily reports on expenditures (e.g. daily time sheets). (35%)

- Evaluate employee performance and develop programs / meetings to enhance employee's job skills and motivate employee towards department goals. Develop working relationships with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances. (25%)

- Design, implement, and monitor identified process/procedural improvements. (10%)

- Interface with other business units to ensure timely completion of work and identified process/procedural improvements. Manage, direct and supervise the servicing of customer special needs (10%)

- Establish and maintain a safe work environment for subordinates within the department (10%)

- Mentor and provide guidance to lower level and less experienced supervisors of bargaining unit or non-exempt line employees within the department (10%)

Job Scope: JOB SCOPE

- Direct day-to-day supervisory responsibilities over bargaining unit or non-exempt line employees.

- Mentor and provide guidance to lower level and less experienced supervisors

- Provide input regarding performance of lower level and less experienced supervisors to Manager and Managing Supervisors

- Promotes customer and employee satisfaction

- Decision-making authority is related to completion of departmental scheduled workload

- Work is subject to frequent/daily review.

- Impact to budget is moderate and is reflective of management of daily workflow and implementation of process improvements.

Minimum Qualifications: MINIMUM QUALIFICATIONS

- 4-7 years internal utility company experience (e.g., ComEd, PECO), or equivalent external experience

- 2-3 years internal supervisory experience (e.g., ComEd, PECO, BSC, ExGen), or receive acceptable rating on Supervisory Assessment

- In-depth knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes

- Advanced understanding of applicable systems and technology (e.g., customer information system, electronic hand-held meter reading equipment, etc.)

- Demonstrated computer literacy

- Strong written and oral communication skills

Preferred Qualifications:

PREFERRED QUALIFICATIONS

- Strong working knowledge of Oracle CCB billing processes, Meter Data Management (MDM) integration, Head End (RNI)

- Advanced Excel skills (pivot tables, lookups, variance analysis)

- Experience with reporting tools (Power BI,QV, dashboards, KPI tracking)

- Ability to manage and prioritize high-volume workloads

- Strong root cause analysis skills

- Ability to coach and develop analysts and billers

- Experience leading cross-functional issue resolution (IT, meter operations, customer care)

- Strong communicator with executive-level reporting capability

Benefits:

- Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $80,000.00/Yr. – $110,000.00/Yr.

- Annual Bonus for eligible positions: 15%

- 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.