Customer Relations Rep

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Location: BALTIMORE, MD, United States
Organization: Baltimore Gas & Electric Co
Job ID: 227143
Date Posted: Aug 4, 2020

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Job Description

Description


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!

PRIMARY PURPOSE OF POSITION

The Customer Relations Representative (CRR) responds to all customer inquiries/complaints regarding billing, gas and electric emergencies, collection, energy assistance, service orders, general business, electric deregulation, delivery service, marketing, and gas options. #CD# The CRR possesses a strong knowledge of Company operations, special programs and the Customer Care &#CD# Billing (CC &#CD# B) system to assist in the resolution of all customer inquiries. #CD# The CRR uses the CC &#CD# B system to enter or make adjustments Customers Accounts. #CD# The CRR serves as the customer advocate by listening to the customer to facilitate a resolution. #CD# The CRR possesses excellent communication skills and judgment to analyze and resolve routine to complex customer contacts. #CD# The CCR responds to emergency demands in utility operations and demonstrates effective crisis management skills involving gas and electricity emergencies. #CD# CRRs may be requested to complete special assignments. #CD# The CRR maintains required performance. #CD# The CRR complies with the requirements of essential personnel status. The CRR is subject to weekend, holiday, evening work, emergency call-in, rotating shift schedules, and mandatory overtime due to operating conditions. #CD# NOTE: At supervisory direction, will work other job functions within the Department. #CD# Based upon business needs you may be required to report to the RBC or Spring Gardens Call Center.

PRIMARY DUTIES AND ACCOUNTABILITIES

- Responds to all customer inquiries/complaints regarding gas and electric emergencies, collection, energy assistance, service orders, billing, general business, electric deregulation, delivery service, marketing, and gas options

- Enters or adjusts data to customer accounts in the CC &#CD# B system

- Responds to emergency demands in utility operations and demonstrates effective crisis management skills involving gas and electricity emergencies.

- CRRs may be requested to complete special assignments.

- Demonstrates knowledge of Company operations, special programs

- Complies with the requirements of essential personnel status, works during storms and other critical times

- Works in 24/7 operation , works assigned scheduled which may include#CD# weekend, holiday, evening work, emergency call-in, rotating shift schedules, and mandatory overtime due to operating

- Performs other job-related duties as assigned

POSITION SPECIFICATIONS

Minimum:

- In depth knowledge of the Customer Care &#CD# Billing (CC &#CD# B) system

- Demonstrated ability to:

- Handle all Company/customer contacts with diplomacy and tact

- Resolve customer emergencies involving gas and electric

- Accurately diagnose and resolve moderately complex customer inquiries/complaints

- Achieve Sections performance standards

- Respond to the demands of emergency utility operations

- Display excellent communication skills

- Extensive comprehension of Company operations

- Must pass the U. S. Department of Transportation required chemical test

- Satisfactory completion of the PreVisor Selection Test

- Minimum high school graduate or GED

- Two years of work experience in customer service oriented functions or equivalent combination of formal education/training and experience

- Successful completion of the BGE Call Center Training Program

Qualifications

Reports To:

Customer Relations Supervisor




Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

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