Customer Relations Trainee

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Location: BALTIMORE, MD, United States
Organization: Baltimore Gas & Electric Co
Job ID: 236179
Date Posted: Feb 1, 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

The Customer Relations Trainee (CRT) learns and demonstrates the ability to assist inbound customer inquiries. The CRT learns the BGE processes and procedures in handling the customer's questions, problems or emergencies by telephone. The CRT serves as the customer advocate by listening to the customer to facilitate a resolution. The CRT develops and demonstrates the ability to use effective communication skills and good judgment to resolve routine customer contacts. The CRT learns and develops operational knowledge of the Customer Care & Billing (CC&B) system to enter and make adjustments to Customer's Accounts. During the training program the CRT acquires and demonstrates knowledge of Company operations, special programs and the CC&B systems to assist in the resolution of in-bound customer inquiries including effective crisis management skills involving gas and electric emergencies. The CRT complies with the requirements of essential personnel status by working during storms and other critical times. The CRT is subject to weekend, holiday, evening work, emergency call-in, rotating shift schedules, and mandatory overtime due to operating conditions. The CRT remains a Trainee until complete knowledge of the following is demonstrated: billing, energy assistance, service orders, general business, electric deregulation, delivery service, marketing, and gas options received by telephone or mail. NOTE: At supervisory direction, will work other job functions within the Department. Based upon business needs you may be required to report to other BGE office sites including the RBC or Spring Gardens Call Center


PRIMARY DUTIES AND ACCOUNTABILITIES

JOB SCOPE

Qualifications

MINIMUM QUALIFICATIONS
  • Demonstrated skills in the use and interpretation of the CC&B system
  • Demonstrated comprehension of Company operations
  • Demonstrated ability to:
  • Handle all Company/customer contacts with diplomacy and tact
  • Resolve customer emergencies involving gas and electric
  • Accurately diagnose and resolve basic customer inquiries/complaints
  • Perform in a customer service oriented business
  • Effectively react to operations involving various degrees of complexity
  • Achieve Section's performance standards
  • Respond to the demands of emergency utility operations;
  • Produce legible, clear, concise, and grammatically correct sentences
  • Perform simple mathematical calculations
  • Display good communication skills
  • Successful completion of the PreVisor Selection Test
  • Must pass the U.S. Department of Transportation required chemical test
  • Possess good PC skills
  • Successful completion of background check/screening
  • Education/Experience: Minimum high school graduate or GED. Minimum two years of work experience in customer service oriented functions or equivalent combination of formal education/training and experience.

PREFERRED QUALIFICATIONS

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

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