Mgr Customer Accounts

Location: BALTIMORE, MD, United States
Organization: Baltimore Gas & Electric Co
Job ID: 235521
Date Posted: Jan 11, 2022
Job: Customer Service

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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

Manage and coordinate the activities of account management personnel within the Large Customer Services’ organization. Manage the elevation of account management techniques that provide value added services to our customers and strength to the company brand.

Promote enhanced customer relationships at various levels to allow for improved customer experiences and expanded (proactive) partnerships while maintaining traditional utility services by addressing customer needs for electric service delivery installation, billing and credit issues, service reliability, load management initiatives, and value-added products related to delivery services to ensure increased customer satisfaction and margin growth within the specific region.

Coordinate and support customer activities with internal stakeholders to provide superior service and electric service delivery while minimizing customer effort navigating company processes.

Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.



PRIMARY DUTIES AND ACCOUNTABILITIES

  • Manage meaningful account experiences that leverages proactive opportunities to provide elevated customer value.
  • Manage a regional strategy to affect timely service delivery, ensure reliability of service, implement load management, handle billing and credit issues, and promote Company sponsored services to customers.
  • Analyze workload volume, assign customers and tasks, establish individual goals, train, coach, and evaluate the performance of account management personnel.
  • Direct and support account management personnel in the development and implementation of customer-specific business plans and action plans.
  • Manage resource requirements and develop and manage operating budgets to meet business needs.
  • Coordinate the activities of the Large Customer Services Organization with the activities of other Departments within the company to focus on providing reliable energy supply, anticipating and providing for customer needs and providing cost effective delivery services.
  • Manage the implementation of business initiatives, corporate programs, and Large Customer Services policies.
  • Work closely with Government, Regulatory & External Affairs to ensure support of account management activities and advocacy of company regulatory and legislative interests.

                        


POSITION SCOPE

Day-to-day management responsibilities are direct, and primarily administrative in nature.  They will typically involve establishing a safe and effective work environment, proactive customer outreach, the management of account management activities, which include coordinating electric service installation, monitoring billing and credit activities, ensuring reliability of electric service and assisting the customer in load management. 

Assign accounts and manage the Individual Performance Planning & Review process, which includes the establishment of goals, monitoring of progress, review of performance, evaluation of results, and rating of individual performance.  Provide counsel to employees in development of their Individual Development Plans.

Establish, promote and maintain a safe work environment.  Manage the needs of the region’s customer base, which provides annual electric revenues up to approximately $300 million.  Manage the achievement of the Region’s goals while managing an annual operating budget up to approximately $1.0 - $1.7 million.

Work involves utilizing internal and external contacts to manage challenges that require superior resolution regarding customer satisfaction, electric service installation, billing and credit issues, and load management.  Cooperation, tact, good judgment, and patience are essential to prevent negative impact on Company image or business.  Generally, operates with wide latitude for reviewed actions or decisions with increased accountability.

Work is diversified and complex in nature. Work involves the understanding and application of general instructions and guidelines, and a wide range of practices and procedures.  It also requires exercise of judgment and ingenuity, with minimal oversight to select the most appropriate course of action.

Qualifications

MINIMUM QUALIFICATIONS
  • Bachelor’s degree in business, engineering, or other relevant discipline
  • Ten or more years of business experience with emphasis on customer relationship assignments
  • Possess general knowledge of collective bargaining agreements and related procedures, policies and processes.
  • Must possess excellent written and oral communication skills, strong analytical skills, and strong technical and financial aptitude.
  • Strong relationship building and negotiation experience is necessary.
  • Must also possess basic computer skills, and management skills including adeptness in leadership, coaching, and budgeting.
  • Demonstrated ability to direct work activities of personnel.

PREFERRED QUALIFICATIONS
  • Advanced degree in business, engineering, or other relevant discipline

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.

VEVRAA Federal Contractor

EEO is the Law Poster
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