Sr Account Representative
About The Position
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.
Requirements
- 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.
- 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.
Nice To Haves
- Highly motivated problem solver with strong communication skills who has a passion for continuous learning
Responsibilities
- 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.
- 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.
- 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.
- Continuously innovate to increase our value to customers.
- 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.
- 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.
- 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 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.
- 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.
- Proactively engage specific customers to ensure continued satisfaction, strong relationship, and partnership opportunities.
- 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.
- Partner with Government and External Affairs to represent BGE at key venues and meetings to promote appropriate services and information.
Benefits
- Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $87,200.00/Yr. – $119,900.00/Yr.
- Annual Bonus for eligible positions: 15%
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
