The Customer Relations Trainee Temporary (CRTT) position is a 6 month to 1 year hybrid assignment. The temporary employee is expected to successfully complete a six-week training program. There are 3 training modules in the program and the temporary is expected to complete each module with a passing score. If the temporary is not successful with the final assessment for each module, the assignment will end. The (CRTT) learns and demonstrates the ability to assist inbound customer inquiries. The CRTT learns the BGE processes and procedures in handling the customer's questions, problems or emergencies by telephone. The CRTT serves as the customer advocate by listening to the customer to facilitate a resolution. The CRTT develops and demonstrates the ability to use effective communication skills and good judgment to resolve routine customer contacts. The CRTT learns and develops operational knowledge of the Customer Care & Billing (CC&B) system to enter and make adjustments to Customer's Accounts. During the training program the CRTT acquires and demonstrates knowledge of Company operations, special programs and the CC&B systems to assist in the resolution of in-bound customer inquiries including effective crisis management skills involving gas and electric emergencies. The CRTT complies with the requirements of essential personnel status by working during storms and other critical times. The CRTT is subject to weekend, holiday, evening work, emergency call-in, rotating shift schedules, and mandatory overtime due to operating conditions. The CRT remains a Temporary Trainee until complete knowledge of the following is demonstrated: billing, energy assistance, service orders, general business, electric deregulation, delivery service, marketing, and gas options received by telephone or mail. Based upon business needs you may be required to report to other BGE office sites. Training and On the Job Training (OJT) and On the Job Evaluations (OJE) are conducted onsite. At the successful conclusion of the training, OJT and OJE, the temporary employee will be permitted to work remote from a home office. The home office must meet the requirements of a remote location to include appropriate internet services and the ability to work in a quiet secured setting.
PRIMARY DUTIES AND ACCOUNTABILITIES
Demonstrated skills in the use and interpretation of CC&B system
JOB SCOPE
Qualifications
MINIMUM QUALIFICATIONS
Demonstrated skills in the use and interpretation of the CC&B system Demonstrated comprehension of Company operations Demonstrated ability to: Handle all Company/customer contacts with diplomacy and tact Resolve customer emergencies involving gas and electric Accurately diagnose and resolve basic customer inquiries/complaints Perform in a customer service oriented business Effectively react to operations involving various degrees of complexity Achieve Section's performance standards Respond to the demands of emergency utility operations; Produce legible, clear, concise, and grammatically correct sentences Perform simple mathematical calculations Display good communication skills Successful completion of the PreVisor Selection Test Must pass the U.S. Department of Transportation required chemical test Possess good PC skills Successful completion of background check/screening Education/Experience: Minimum high school graduate or GED. Minimum two years of work experience in customer service oriented functions or equivalent combination of formal education/training and experience.
Baltimore Gas and Electric Company (BGE)
Quebec Canada
www.bge.com
