Customer Consultant Coach

Who We Are

We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 20,000 colleagues strong serving more than 10.7 million customers at six energy companies -- 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).

We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?

Primary Purpose

PRIMARY PURPOSE OF POSITION

Deliver a Premier Customer Experience to PECO electric and gas customers by providing accurate, timely, and high-quality service across multiple communication channels. This role requires strong communication skills, solid computer proficiency (including Microsoft applications), the ability to navigate multiple systems simultaneously, and a commitment to resolving customer needs with empathy and professionalism. Previous customer service experience in a high-volume, customer-oriented environment is strongly preferred.

Primary Duties

PRIMARY DUTIES AND ACCOUNTABILITIES

• Respond to and resolve customer inquiries across phone, email, chat, and other channels, providing accurate information related to billing, service orders, usage, rates, credit, collections, electric/gas emergencies and other duties as assigned. Provide advanced coaching and real time support to CSRs by offering guidance, conducting skill observations, reinforcing training, and supporting team performance. Contribute to performance management and continuous improvement, providing insights on trends, documenting coaching interactions, identifying process gaps, and supporting solution development. Collaborate across departments (ESO, Customer Relations, Public Affairs, and others) to resolve customer concerns, support investigations, and improve processes, tools, and service delivery.
• Process customer service transactions, including payment arrangements, account updates, billing adjustments, and emergency requests, ensuring compliance with company policies and regulatory requirements.
• Review and analyze customer accounts to identify root causes, resolve issues, and provide clear explanations to support customer understanding and satisfaction.
• Manage complex or escalated customer situations, exercising sound judgment, ensuring timely resolution, and addressing high impact cases with a customer centric approach.
• Demonstrate leadership behaviors by promoting best practices, supporting operational readiness during high volume events, influencing team performance, driving an ethical and safety-focused culture and serving as a senior resource for real time operational guidance.

Job Scope

JOB SCOPE

• To qualify for this position candidates must pass the Customer Service Pre-Employment Exam, which includes Call Center Scenarios, Call Center Simulation, Mathematical Calculations, Behaviors Associated with a Call Center Environment, and a typing proficiency test at 40WPM, in addition to interviewing for the position.
• Candidates must also pass the pre-employment drug & alcohol testing and a background Investigation.
• Schedule: This position will be scheduled for 40 hours a week. You must be available to work core business hours Monday through Friday Monday-Friday 7am-7pm. However, Customer Care Center hours may vary based upon emergent issues. Hours to address Holidays and emergency response needs may be required.
• Schedules may vary weekly and change within (48) hours based on business needs including hours to address holidays and emergency response. DISCLAIMER The preceding position description is intended to provide the general nature and level of work to be performed by employees within this classification. It is not intended to be a detailed description of the position or a comprehensive listing of all duties, responsibilities, and qualifications required of employees assigned to this position, nor is it intended to indicate the exact amounts of time an individual will perform various position duties.

Minimum Qualifications

MINIMUM QUALIFICATIONS

Associate's degree and 3+ years of advanced customer service experience, preferably in a call center environment; or High School diploma or equivalent plus 4+ years customer service experience, with demonstrated leadership or Senior CSR capability. Ability to type at a minimum of 40 WPM. Excellent written and verbal communication skills. Strong PC skills, including Microsoft Office and multi-system navigation. Ability to multi-task (typing while engaging with customers). Ability to work in a fast-paced, high-volume environment. Proven track record of reliability, professionalism, and customer advocacy. Demonstrated capability to manage complex situations, support peers, and apply sound judgment.

Preferred Qualifications

PREFERRED QUALIFICATIONS

Computer/System/Technical Knowledge- (i.e. CC&B, CX Wrapper, Procedure Flow) Billing and Credit process knowledge Demonstrated strong interpersonal and coaching skills

Benefits

• Annual salary will vary based on a candidate's skills, qualifications, experience, and other factors: $65,600.00/Yr. - $90,200.00/Yr.
• Annual Bonus for eligible positions: 7%
• 401(k) match and annual company contribution
• Medical, dental and vision insurance
• Life and disability insurance
• Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
• Employee Assistance Program and resources for mental and emotional support
• Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
• Referral bonus program
• And much more

Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.