What are the responsibilities and job description for the BGE HOME - Customer Care Rep position at Exelon Career Site New?
Description
PRIMARY PURPOSE OF POSITION
The Customer Care Representative is the “public face” of our organization and, as such, is responsible for high-volume daily interaction with customers. The Customer Care Representative is responsible for providing service excellence through professional judgment and initiative while working within a dynamic, and sometimes stressful environment.
Ability to Perform multiple tasks simultaneously while upholding the highest standards of ethical conduct in accordance with Company directives, policy, and values
Ability to use personal computers with standard/mainframe software, ACD call center telephone and headset, and basic calculator.
Ability to communicate effectively and professionally both verbally and in writing
PRIMARY DUTIES AND ACCOUNTABILITIES
|
Item |
Accountability |
|
|
1 |
Demonstrate a mature and professional attitude while responding to the needs of customers and resolving customer issues/concerns |
20% |
|
2 |
Give full attention to call volume and work to reduce response time
|
15% |
|
3 |
Determine customer needs and work to exceed expectations, ensuring satisfaction.
|
10% |
|
4 |
Schedule repair and inspection services; process and amend related work orders
|
10% |
|
5 |
Acquire information and process orders for sales leads and customer investigations.
|
10% |
|
6 |
Use professional judgment and escalate customer issue/concerns to management when appropriate. |
10% |
|
7 |
Respond to customer inquiries regarding products and services; act as interdepartmental liaison to assist with problem/issue resolution.
|
10% |
|
8 |
Promote sale of available products and services, as appropriate |
5% |
|
9 |
Perform outbound calls or survey customers and/or schedule services when necessary.
|
5% |
|
10 |
Respond in writing to customer inquiries and/or mail company literature to customer residences. |
5% |
POSITION SPECIFICATIONS
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Minimum: |
Preferred: |
|
|
Qualifications
Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.
VEVRAA Federal Contractor