Customer Care Rep

Constellation Energy Generation, LLC.•Baltimore, MD

1d•Onsite

About The Position

The Customer Care Representative is the "public face" of our organization and, as such, is responsible for high-volume daily interaction with customers (both internal and external). This position requires that CCRs be thoroughly knowledgeable of Company products and services while demonstrating recognition and support for the organizational "mission, values, and vision". The CCR is responsible for providing service excellence with the goal of increasing customer satisfaction and loyalty, and must exercise professional judgment and initiative while working within a dynamic, and sometimes stressful, environment.

Requirements

High School graduate or equivalent with minimum of one (1) year of customer care experience or equivalent combination of formal education/training and experience.
Working hours vary with workload requirements.
Rotating shift work (willingness to work weekends and evenings is required).
May perform other duties as assigned.
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.

Nice To Haves

Call center experience strongly preferred
Undergraduate degree in economics, finance, engineering, business administration or equivalent experience

Responsibilities

Demonstrates a mature and professional attitude while responding to the needs of customers and resolving customer issues/concerns.
Gives full attention to call volume and works to reduce response time.
Determines customer needs and works to exceed expectations, ensuring satisfaction.
Schedules repair and inspection services; processes and amends related work orders.
Acquires information and processes orders for sales leads and customer investigations.
Promotes the sale of available products and services, as appropriate.
Responds to customer inquiries regarding products and services; acts as interdepartmental liaison to assist with problem/issue resolution.
Uses professional judgment and escalates customer issues/concerns to management when appropriate.
Perform outbound calls to survey customers and/or schedule services when necessary.
Respond in writing to customer inquiries and/or mail company literature to customer residences.
Requires extensive knowledge of Customer Care procedures and processes (successful completion of orientation and CCR-specific training provided by the department).
Requires a comprehensive knowledge of all company products, services, policies, procedures and IT systems (successful completion of orientation and CCR-specific training provided by the department).