Customer Consultant Coach

Description

• 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

• 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

Training + Development

Interview process

Visa Sponsorship

Security clearance