Largest U.S. regulated utility delivering electricity and natural gas via six transmission and distribution networks.
Coach and train customer service reps, handle escalations, improve performance.
3 days ago ago
$56,000 - $77,000
Junior (1-3 years)
Full Time
Philadelphia, PA
Office Full-Time
Company Size
20,014 Employees
Service Specialisms
Information Technology
Engineering
Administration
Accounting & Finance
Security
Program/Project Management
Customer Service
Clerical
Sector Specialisms
Electric Power Generation
Electric Power Distribution
Gas Transmission
Gas Maintenance
Gas Distribution
Infrastructure
Fleet Management
Freight and Logistics
Role
Description
hiring decisions
csr coaching
escalation handling
training delivery
internal support
performance review
Participate in decisions related to hiring, discipline, overtime and granting time off. Must exercise independent judgment while directing employees in everyday job performance. (10%)
Develop CSR individual improvement plans as required
Handle escalated customer inquires within a 24-hour SLA
Provide departmental training and coaching for Customer Service Representatives
Assist other departments (ESO, Public Affairs, Customer Relations) and Coach CSRS (5%)
Support internal customers (Public Affairs, ESO, Field & Meter Services)
Assist, train, coach and evaluate employees' customer handling skills and transaction accuracy. Monitor the technical development of his/her employee to drive compliance with Company Regulatory policies and procedures and with Fundamentals and the Management Model. Develop individual improvement plans for CSRs as required. (10%)
Participate in employee performance evaluations including documentation and discussions around monthly scorecard performance. Respond to all assigned customer inquiries and escalations within a 24hr period (10%)
Requirements
cc&b
cx wrapper
billing
credit
coaching
leadership
Strong interpersonal and communication skills (verbal & written) Prior supervisory or coaching experience, ideally with direct reports
Computer/System/Technical Knowledge- (i.e. CC&B, CX Wrapper, Procedure Flow), Billing and Credit process knowledge Previous CSR Experience
Model key Exelon Utility Competencies, including, but not limited to, Exhibiting Courage, Leading, Coaching & Engaging Talent, Demonstrating Adaptability, Fostering Innovation, providing +1 Customer Experiences and exhibit positive leadership behaviors. (65%)
Demonstrated ability to lead others. Customer information and Marketing knowledge
Benefits
401(k) match and annual company contribution
Life and disability insurance
Annual Bonus for eligible positions: 7%
Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
Employee Assistance Program and resources for mental and emotional support
Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $56,000.00/Yr. – $77,000.00/Yr.
Referral bonus program
Medical, dental and vision insurance
Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement