Job details

Customer Relations Trainee-Temp

Description

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, 19,000 colleagues strong serving more than 10 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).

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 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.