Sign In

 

 

 

Sr. Customer Care RepresentativeSr. Customer Care RepresentativeFalseFalse207773https://exeloncorp.taleo.net/careersection/exelon_external/jobdetail.ftl?job=207773, https://exeloncorp.taleo.net/careersection/exelon_external/jobdetail.ftl?job=207773<p class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><span style=""><font face=""arial", "sans-serif"">At Exelon, we've got a place for you! <br><br>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. <br><br>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. <br><br>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!</font></span></p><br><p class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><span style=""><font face=""arial", "sans-serif"">Join BGE HOME to be a part of the team that offers a wide range of energy-related products and services that address the comfort and energy management needs of residential and small commercial customers in Maryland. <br><br>BGE HOME, a Constellation Company, specializes in the sale and service of heating, air conditioning, water heating, plumbing, and electrical systems along with appliance repair, replacement windows, doors, siding and attic insulation. <br><br>We are committed to our customers and have a customer satisfaction rating of more than 95 percent. </font></span></p><br><p class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><span style=""><font face=""arial", "sans-serif"">Our employees ";live"; the BGE HOME Initiatives: Customer Commitment, Excellence, Integrity & Accountability, Teamwork and Safety. <br><br>We are a company that cares about the environment, supports local communities and embraces the diversity of our employees. <br><br>Every business line offers opportunity for employee development. <br><br>We have some of the best training programs in the area. <br><br>Here at BGE HOME, we continue our success through the strength of our people. <br><br>It's your future - it's about your career and your goals. <br><br>At BGE HOME, our aim is to match the right people with the right jobs. </font></span></p><br><p class="MsoBodyText" style="MARGIN:0in 0in 0pt;"><br>This key position will be responsible for handling customer service inquiries from natural gas, electricity and home services accountholders as well as upselling and retaining customers. </p><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><b><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif""> </font></span></b></p><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><b><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif"">Responsibilities included but are not limited to the following: </font></span></b></p><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><b><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif""> </font></span></b></p><br><ul style="MARGIN-TOP:0in;"><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Responsible for customer retention and new sales. <b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Effectively handle customer inquiries and complaints based on established contact and operations standards providing a personalized customer experience<b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Responsible for customer retention and new sales<b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Ability to handle a minimum of 60 customer inquiries per day (incoming calls, live chats, e-mails). <b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Resolve customer issues and answering questions in a professional and courteous manner<b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Consistently or exceed meet individual and departmental performance standards and goals (CSAT=75, Schedule Adherence=99%, Attendance=100%, SLA=90/120) <b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><span style=""><font face=""arial", "sans-serif"">Provide feedback and status reports regarding problem identification and resolution</font></span><font face=""arial", "sans-serif""><br style=""><br style=""><b></b></font></li></ul><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><b><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif"">Work Experience Requirements: </font></span></b></p><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><b><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif""> </font></span></b></p><br><ul style="MARGIN-TOP:0in;"><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">1- 3 years Customer Service experience required. <b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Inbound Call Center experience preferred. <b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Experience working on an ACD, CRM and other Call Center tools and technologies is preferred <b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Experience in the Energy, Telecommunications or Financial industries a plus<b></b></font></li></ul><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><b><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif""> </font></span></b></p><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><b><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif"">Skills/Abilities:</font></span></b></p><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><b><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif""> </font></span></b></p><br><ul style="MARGIN-TOP:0in;"><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Excellent listening and verbal communications skills<b></b></font></li><br><li class="MsoNormal" style="TEXT-ALIGN:justify;MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Strong conflict resolution and negotiation skills</font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Proficient in Windows environment, e-mail, word processing and typing. </font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Analytical and problem solver - Ability to analyze complex situations and identify a resolution</font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Ability to set priorities, plan, and organize work<b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><span style=""><font face=""arial", "sans-serif"">Ability to up-sell and retain customers</font></span></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Reliable with above average attendance and timeliness record</font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Display positive attitude and demonstrate patience, empathy and caring towards the customer<b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Ability to complete tasks with minimal supervision</font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Receptive to feedback and constructive criticism<b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Strong conflict resolution and negotiation skills<b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">Team player<b></b></font></li><br><li class="MsoNormal" style="MARGIN:0in 0in 0pt;LINE-HEIGHT:normal;"><font face=""arial", "sans-serif"">The ability to adapt to changing priorities in a fast paced environment</font></li></ul><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><b><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif""> </font></span></b></p><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><b><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif"">Education Requirements: </font></span></b></p><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif""> </font></span></p><br><p class="MsoListParagraph" style="MARGIN:0in 0in 0pt 0. 5in;"><span style=""><font face="symbol"><span style="">�<span style="FONT:7pt "Times New Roman";"><font size="3">         </font></span></span></font></span><font face=""arial", "sans-serif"">High School diploma or commensurate experience required. College degree preferred. Bilingual in Spanish a plus. </font></p><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif""> </font></span></p><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><b style=""><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif"">Other:</font></span></b></p><br><p class="MsoNormal" style="MARGIN:0in 0in 10pt;"><span style="LINE-HEIGHT:115%;"><font face=""arial", "sans-serif""> </font></span></p><br><p class="MsoListParagraph" style="MARGIN:0in 0in 0pt 0. 5in;"><span style=""><font face="symbol"><span style="">�<span style="FONT:7pt "Times New Roman";"><font size="3">         </font></span></span></font></span><font face=""arial", "sans-serif"">Working hours will be in a shift work environment with operating hours Monday through Friday from 8am until 8pm. </font></p>