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
Answer and respond to customer inquiries in a call center environment.
Primary Duties
PRIMARY DUTIES AND ACCOUNTABILITIES
- Main point of contact for our customers.
- Receiving and answering customer telephone inquiries, processing computer orders regarding customer service requests, credit and collection activities, deferred payment arrangements, and new business service inquiries.
Job Scope
JOB SCOPE
- External Candidates: To qualify for this position, you must pass the Customer Service Pre-Employment Exam, which includes Call Center Scenarios, Call Center Simulation, Behaviors Associated with a Call Center Environment, and a typing proficiency test at 35WPM, in addition to interviewing for the position. There is a probationary period which includes a strict attendance and tardiness policy. This position also requires participation in the local union and payment of union dues.
- The work location may be in Oakbrook Terrace, Oakbrook, Maywood, or any other suitable location as determined by the Company and is based on a 24/7 operation.
- This position will require rotating shifts (including third shift) and rotating days off, with schedules changing based on business need.
Minimum Qualifications
MINIMUM QUALIFICATIONS
- FOR EXTERNAL CANDIATES: ELIGIBITY RULES FOR JOB CLASSIFICATION � High School Diploma or GED Equivalent - Bachelor's Degree Preferred � Two years of customer service experience (preferably in a call center environment) � Bilingual in English and Spanish [if role is posted as bilingual] � Strong computer skills and communication skills � Ability to work rotating shifts (including third shift) required. � Successful completion of our customer service pre-employment exam, which includes several call center scenarios, call center expanded simulation, behaviors associated within a call center environment. � E-mail may be the only mode of communication and will be used when contacting applicant for testing or interviews, please no phone calls. We regret we cannot contact each applicant individually.
- 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
Preferred Qualifications
PREFERRED QUALIFICATIONS
