Sr Account Representative

Exelon•Chicago, IL

32d

About The 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.

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, 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.

Nice To Haves

Bachelor's Degree in the field of business, communications, customer service or engineering.
Technical knowledge, with an understanding of how critical customers are connected to our system.
Clear understanding regarding how outages affect customers within their portfolio.
The candidate should be familiar with working with our OCC in addition to Operations and other various departments within ComEd.

Responsibilities

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: $85,600.00/Yr. - $117,700.00/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