Who We Are Exelon is helping build a more affordable, reliable energy future for the communities we serve. We're looking for people who are ready to make a difference and work together to deliver the energy our customers count on every day.As a Fortune 200 company and one of the nation's largest utility companies, we have more than 20,000 colleagues who serve nearly 11 million customers through six fully regulated utilities - 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).Exelon is built by people who put safety first, work together to solve problems and show up every day for our customers and communities. We believe strong teams are built on trust, respect and a shared commitment to high-performance culture. And our commitment to employees includes creating an environment where people can grow, develop new skills and build thriving careers.We know this work isn't easy. That's why we offer competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career. No matter your role, you will be part of a team that is committed to making a difference, improving how we work and delivering for the people who depend on us.Are you on for the challenge? Primary Purpose
PRIMARY PURPOSE OF POSITION
To assign work to, instruct and train, check the work of and to work with contact center employees. Handle customer escalated calls/ issues in a timely and professional manner. Assist employees with difficult or involved problems. Determine the necessity for field investigation or interview, forward orders or instructions as necessary. Provide employees engaged in answering customer inquiries and furnishing information and service records for accounting control of payroll disbursements and changes. Perform other tasks as assigned by management.
Primary Duties
PRIMARY DUTIES AND ACCOUNTABILITIES
NOTE: If posted for Billing Department, then further description applies: Assign work to, instruct and train, check the work of, and to work with employee engaged in answering customer, inquiries and furnishing information and service, determining account adjustments required and corrections in orders and records, investigating and approving customer credit, maintaining office records, processing orders, and performing typing and general office work, Handle the more difficult or involved problems, and to clear up discrepancies in orders, records and reports.
Job Scope
JOB SCOPE
Minimum Qualifications
MINIMUM QUALIFICATIONS
- FOR INTERNAL BIDDERS: ELIGIBITY RULES FOR JOB CLASSIFICATION � Under terms of the Clerical Lateral and Demotion Pilot and Clerical Bracketing Agreement � Eligibility for open positions will no longer be limited to employees in those job titles immediately below the job being offered. Instead, open positions will be offered to all employees below the position(s) currently being offered, based on their seniority date � All other provisions of the Clerical Bracketing Agreement continue to be in effect
- FOR INTERNAL BIDDERS: Laterals � Qualified employees will be eligible for lateral opportunities based on seniority � In order to be eligible for a lateral transfer an employee must complete two (2) consecutive years in their current position. � An employee who accepts a lateral transfer will not be eligible to request a subsequent lateral transfer for two (2) years � Laterals will be defined as both title-to-title comparables, as well as similar wage rate time step schedules (For example, a Commercial Clerk 1 moving to an Operating Clerk 1 position would be considered a lateral, both titles are on the same wage rate time step schedule) � Interviews will still be utilized where applicable (e.g. GSR). Seniority will continue to be used to arrange interviews � Lateral transfers will no longer be limited to a change in geographic location. Employees will have an opportunity to voluntarily elect a lateral transfer from department to department
- FOR INTERNAL BIDDERS: Demotions � All Clerical employees who have completed two (2) consecutive years of service in their current position will be eligible to elect a voluntary demotion � Employees electing to voluntarily demote will be ineligible for additional demotion opportunities for two (2) years
- FOR INTERNAL BIDDERS: YOU ARE NOT ELIGIBLE IF: � Disability/Restricted Duty � Employees on disability or restricted duty must provide a medical release, within the posting period stating their return to regular duty within 14 calendar days. � SASS � Employees not previously grandfathered under the old CAB test must have successfully completed SASS testing for positions requiring such in order to be considered eligible.
Preferred Qualifications
PREFERRED QUALIFICATIONS