Customer Care Administrator

Who We Are

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, 20,000 colleagues strong serving more than 10.7 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).

We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.

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

PRIMARY PURPOSE OF POSITION

The primary purpose of this position is to provide high quality customer assistance to low-to-moderate income (LMI) customers in the service territory. Responding to Advocate and State Representative emails and phone calls timely to resolve customer issues. Responding to internal customer requests to resolve customer concerns around the low-income programs, particularly the Customer Assistance Program. Participating in weekly calls with our external vendor to provide input on process improvement initiatives. Working on specific accounts daily to bring the accounts whole. The position requires making appropriate decisions when applying credit tactics and providing process support for all work performed through strategic sourcing. Conduct outreach events which could entail presentations to end-use customers as well as service providers. Position requires making appropriate decisions when applying credit tactics and providing process support for all work performed through strategic sourcing.

Primary Duties

PRIMARY DUTIES AND ACCOUNTABILITIES

• Ensure strong working relationship with external community-based agencies and organizations
• Staff Outreach events; Provide competent, friendly customer service
• Enroll customers in assistance programs
• Research / resolve customer issues
• Assist payment trouble customers in paying their PECO bills via both the PECO suite of assistance programs as well as external assistance programs
• Participate in special projects, tasks and other duties as assigned
• Respond to internal and external customer inquiries and requests
  
  

Job Scope

JOB SCOPE

Minimum Qualifications

MINIMUM QUALIFICATIONS

• High School Diploma
• Relevant work experience
• Excellent oral and written communication skills
• Computer software aptitude including Microsoft Office and CIMS
• Ability to multi-task and prioritize workload
• Excellent administrative and organizational skills
• Ability to fulfill scheduled and unscheduled after-hours duty responsibilities for outreach events
• Access to an insured vehicle and valid driver's license
  
  

Preferred Qualifications

PREFERRED QUALIFICATIONS

• Customer Care (Call) Center experience
• Associates degree in business or related field
• Knowledge of PUC regulations
• Knowledge of community partner relationships with PECO
• Exposure to PECO's suite of low-income programs (e.g., Customer Assistance Program (CAP), Low Income Home Energy Assistance Program (LIHEAP), Low-Income Usage Reduction Program (LIURP), etc.)
• Exposure to PECO credit and collection policies
  
  

Benefits

• Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $54,400.00/Yr. – $74,800.00/Yr.
• Annual Bonus for eligible positions: 7%
• 401(k) match and annual company contribution
• Medical, dental and vision insurance
• Life and disability 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
• Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
• Referral bonus program
• And much more
  
  

Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.