Sr Account Representative

Overview

Manage commercial customer relations, resolve issues, drive satisfaction, and promote programs.

Key Responsibilities

• business planning
• progress tracking
• customer engagement
• issue escalation
• crm management
• data mining

Tasks

-Support the development and implementation of business plans to improve customer satisfaction; track and report progress regularly for leadership, provide action and recommendations for progress. -Proactively engage specific customers to ensure continued satisfaction, strong relationship, and partnership opportunities -Manage escalated customer issues as needed to ensure resolution. This includes direct response to customer needs and/or partnering with SMEs to ensure high customer satisfaction. Track and report outcomes. -Partner with Government and External Affairs to represent BGE at key venues and meetings to promote appropriate services and information. -Manage and leverage Customer Relationship Management Database to capture interactions with customers and stakeholders. Mine data for trends and analysis to identify opportunities for continuous improvement. -Partner with Customer Advocacy, Call Center Operations, Large Customer Services, New Business, Economic Development, External Affairs, and other internal stakeholders to innovate and increase efficiencies and customer satisfaction; provide needed services and support with customer matters. -Assist Manager, Business Strategy and Support Services to drive customer satisfaction for SMB. Serve as mentor for E01, E02 and NE account representatives and professionals.

Requirements

• bachelor's
• 4-7 yrs
• customer service
• negotiation
• technical knowledge
• analytics

What You Bring

-Bachelor's degree with 4-7 years' experience, or in lieu of bachelor's degree, 6-9 years of diverse business experience, either internally or externally. -Bachelor's Degree in the field of business, communications, customer service or engineering. -Ability to fulfill scheduled and unscheduled after-hours duty responsibilities. -Strong and effective written, oral and presentation skills, technical and financial aptitude, proficient computer skills, strong relationship building, negotiation experience, and customer service orientation. -The candidate should be familiar with working with our OCC in addition to Operations and other various departments within ComEd. -Technical knowledge, with an understanding of how critical customers are connected to our system. -Emphasis should be in customer service, analytics and communications. -Works independently and confidently in team settings. Requires a valid driver's license and use of personal vehicle.

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Benefits

-401(k) match and annual company contribution -Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $85,600.00/Yr. – $117,700.00/Yr. -Medical, dental and vision insurance -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 -Life and disability insurance -Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement -Annual Bonus for eligible positions: 15% -Referral bonus program

About Exelon

-Exelon operates as America's largest regulated energy delivery company, formed from the merger of two century-old utilities in 2000. -It focuses on modernizing infrastructure and enhancing grid resilience through continuous investment. -The company's portfolio includes major utilities such as ComEd, BGE, PECO, Pepco, and others, covering vast transmission and distribution systems. -In 2022, Exelon spun off its power generation arm while maintaining full ownership of its transmission and distribution networks. -Exelon’s strategic initiatives often influence the mid-Atlantic and Midwest energy markets, shaping the regional energy landscape.

Sector Specialisms