Customer Care Rep

WHO WE ARE

As the largest private-sector power producer in the world and the nation's largest producer of clean and reliable energy, Constellation is focused on our purpose: lighting the way to a brilliant tomorrow for all. We have been the leader in clean energy production for more than a decade, and we are cultivating a workplace where our employees can grow, thrive, and contribute. Now integrated with Calpine, our portfolio includes 55 gigawatts of capacity from nuclear, natural gas, geothermal, hydro, wind and solar facilities, with the generating capacity to power the equivalent of 27 million homes.

Our culture and employee experience make it clear: We are powered by passion and purpose. Together, we're creating healthier communities and a cleaner planet, and our people are the driving force behind our success. At Constellation, you can build a fulfilling career with opportunities to learn, grow and make an impact. By doing our best work and meeting new challenges, we can accomplish great things. Join us in meeting the country's energy needs today and tomorrow.

TOTAL REWARDS

Constellation offers an extensive selection of benefits and rewards to help our employees thrive professionally and personally. We provide competitive compensation and a wide-range of benefits that support both employees and their families, helping them prepare for the future. In addition to highly competitive salaries, eligible employees are offered a bonus program, 401(k) with company match, employee stock purchase program; comprehensive medical, dental and vision benefits, including robust wellbeing programs; disability and life insurance benefits; paid time off for vacation, holidays, and sick days; and much more.

Expected hourly pay range of $19.11 to $21.23, varies based on experience, along with comprehensive benefits package that includes bonus and 401(k).

PRIMARY PURPOSE OF POSITION

The Customer Care Representative is the "public face" of our organization and, as such, is responsible for high-volume daily interaction with customers (both internal and external). This position requires that CCRs be thoroughly knowledgeable of Company products and services while demonstrating recognition and support for the organizational "mission, values, and vision". The CCR is responsible for providing service excellence with the goal of increasing customer satisfaction and loyalty, and must exercise professional judgment and initiative while working within a dynamic, and sometimes stressful, environment.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Demonstrates a mature and professional attitude while responding to the needs of customers and resolving customer issues/concerns.
• Gives full attention to call volume and works to reduce response time.
• Determines customer needs and works to exceed expectations, ensuring satisfaction.
• Schedules repair and inspection services; processes and amends related work orders.
• Acquires information and processes orders for sales leads and customer investigations.
• Promotes the sale of available products and services, as appropriate.
• Responds to customer inquiries regarding products and services; acts as interdepartmental liaison to assist with problem/issue resolution.
• Uses professional judgment and escalates customer issues/concerns to management when appropriate.
• Perform outbound calls to survey customers and/or schedule services when necessary.
• Respond in writing to customer inquiries and/or mail company literature to customer residences.
• Requires extensive knowledge of Customer Care procedures and processes (successful completion of orientation and CCR-specific training provided by the department).
• Requires a comprehensive knowledge of all company products, services, policies, procedures and IT systems (successful completion of orientation and CCR-specific training provided by the department).

MINIMUM QUALIFICATIONS

• High School graduate or equivalent with minimum of one (1) year of customer care experience or equivalent combination of formal education/training and experience.
• Working hours vary with workload requirements. Rotating shift work (willingness to work weekends and evenings is required). May perform other duties as assigned.
• Ability to perform multiple tasks simultaneously while upholding the highest standards of ethical conduct in accordance with Company directives, policy, and values.
• Ability to use personal computers with standard/mainframe software, ACD call center telephone and headset, and basic calculator.
• Ability to communicate effectively and professionally both verbally and in writing.

PREFERRED QUALIFICATIONS

• Call center experience strongly preferred
• Undergraduate degree in economics, finance, engineering, business administration or equivalent experience