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

Support strategic development of plans and unique opportunities to meet the expectations of our commercial customers. Provide world class customer experience by directly engaging customers proactively and as needed. Perform account manager tasks to ensure high customer satisfaction, which could include but not limited to addressing billing and rate inquiries, service delivery concerns, coordination of sustainability proposals and projects, emergency response and other matters of interests that could possibly require engagement after work hours and on weekends. The Sr. Account Representative will also work to build and grow internal / external relationships to partner on strategic efforts to drive continuous improvement; promote relevant programs such as energy efficiency offerings, fleet electrification programs, economic development incentives, etc. Additionally, this role will educate and inform customers on legislation and policies of interests; establish and maintain an effective and valuable relationship to position the utility as their trusted energy advisor. Provide, promote, and support communications to customers to ensure understanding of issues and resolution, generate interest and participation in programs, sponsored events, and other opportunities to strengthen relationships. Finally, this role will continuously innovate to increase our value to customers. He or She will mine our database and CRM to learn as much as we can about our commercial customers and support the vision of leadership, measure results of all efforts and regularly report on outcomes. Position may be required to work extended hours for coverage during storms or other emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES

• 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. (25%)

• 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. (20%)

• 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. (15%)

• 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. (15%)

• Proactively engage specific customers to ensure continued satisfaction, strong relationship, and partnership opportunities (10%)

• 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. (10%)

• Partner with Government and External Affairs to represent ComEd at key venues and meetings to promote appropriate services and information (5%)

JOB SCOPE

Work routinely involves internal and external issues that require superior resolution regarding commercial customer satisfaction. Partnerships with internal colleagues and departments to promote company services. Collaboration with leadership and peers to strategize and execute actions that will resolve reliability and billing issues and leverage relationships with customers to coordinate their involvement and support in relevant projects and programs to support their business and ComEd. Daily activities require ensuring assigned customers are receiving direct proactive world class service and that the business continues to include the commercial customer segment in all opportunities to enhance service, programs and projects to drive high customer satisfaction. This would include assisting with and leading research efforts, tracking progress of projects, making recommendations, and reporting to leadership. This requires the account manager to possess a comprehensive knowledge of company rates, riders, departmental roles and responsibilities, policies, work practices and safety to affectively align customer needs with company resources. Activities routinely involve mentoring of less experienced peers, back-up supervisory duties, and special assignments i.e. teams, committees, and projects. Additional individual job development and value-added activities are expected. Ensure safe work performance. Budgetary management and impact is minimal.

Qualifications

MINIMUM QUALIFICATIONS

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.

Emphasis should be in customer service, analytics and communications.

Strong and effective written, oral and presentation skills, technical and financial aptitude, proficient computer skills, strong relationship building, negotiation experience, and customer service orientation.

Works independently and confidently in team settings.

Requires a valid driver's license and use of personal vehicle.

Ability to fulfill scheduled and unscheduled after-hours duty responsibilities.

PREFERRED QUALIFICATIONS

Bachelor's Degree in the field of business, communications, customer service or engineering.