Customer Care Representatives will provide efficient and courteous customer relations. They will maintain contact with residential and commercial customers through all communications media. They will handle customer inquiries and service, providing information related to, but not limited to: billing, payment processing, collections, field orders, marketing and company policy questions, etc.
Primary Duties
PRIMARY DUTIES AND ACCOUNTABILITIES
JOB SCOPE
This is a temporary role. Per CBA Article 1-2, a Temporary Employee shall be defined as one who is hired to perform a strictly temporary or seasonal job or to meet emergency conditions. The temporary status of any Temporary Employee shall not exceed six (6) months, except where such employee is on a seasonal job, in which case the temporary status shall be extended to cover the season for which hired.
MINIMUM QUALIFICATIONS
- Must successfully pass qualification test.
- Must successfully pass a drug test.
- Must successfully pass a Criminal History Background Check.
- Experience demonstrating skill working with internal and external customers in a positive and professional manner to resolve complaints and/or respond to inquiries to include the following: - greeting customers and establishing rapport; - showing empathy with customers concerns/situation; - listening to, acknowledging, asking questions, and responding to customer questions and objections to understand their needs or issues; communicating information in terms that are understandable to the customer; determining a course of action, and taking action, to resolve customer issues/objections; and, - informing customers of the action(s) taken and ensuring they understand those actions.
- Experience demonstrating skill using basic arithmetic to compute customer billing inquiries (specifically subtraction, multiplication, division, percentages, averages, and rates).
- Experience demonstrating skill learning about and keeping abreast of changes to products and/or services, company policies, and operating procedures.
- Experience demonstrating skill using PC-based e-mail software and the Internet.
- Ability and willingness to talk over the telephone with customers and maintain composure for long periods of time.
- Ability and willingness to respond to calls that are primarily credit and collection based.
- Ability and willingness to sit and wear a headset for long periods of time.
- Ability and willingness to input data into the computer for extended periods of time.
- Ability and willingness to meet productivity and quality standards on a daily basis.
- Ability and willingness to perform in a structured environment (for example, scheduled breaks, meetings, training, lunches).
- Ability and willingness to successfully complete the training program and apply this training in the work environment.
- Ability and willingness to participate and contribute in team or company meetings.
- Ability and willingness to work at various Company locations.
- Ability and willingness to work rotating shift schedules and overtime as required. This may require being held over at the end of a shift or being asked to return to work within a short period of time (for example, within an hour) after being called back.
- Ability and willingness to perform as an essential employee, which means reporting to work in any emergency situation such as storm conditions, equipment failures, etc.
PREFERRED QUALIFICATIONS
- Bilingual (Spanish).
- Experience demonstrating skill working in a call center environment.
- Experience demonstrating skill handling a high volume of complex customer calls with little or no
Exelon Corporation
10 S Dearborn St - 37th Fl
Chicago
Illinois United States
www.exeloncorp.com
