Sr Customer Care Rep

Annapolis Junction, Maryland
09 Sep 2016
11 Jan 2017
Oil and Gas
Contract Type
Full Time
At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 150 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!
Join BGE HOME to be a part of the team that offers a wide range of energy-related products and services that address the comfort and energy management needs of residential and small commercial customers in Maryland.

This key position will be responsible for handling customer service inquiries from natural gas, electricity and home services accountholders as well as upselling and retaining customers.

Responsibilities included but are not limited to the following:

  • Responsible for customer retention and new sales.
  • Effectively handle customer inquiries and complaints based on established contact and operations standards providing a personalized customer experience
  • Responsible for customer retention and new sales
  • Ability to handle a minimum of 60 customer inquiries per day (incoming calls, live chats, e-mails).
  • Resolve customer issues and answering questions in a professional and courteous manner
  • Consistently or exceed meet individual and departmental performance standards and goals (CSAT=75, Schedule Adherence=99%, Attendance=100%, SLA=90/120)
  • Provide feedback and status reports regarding problem identification and resolution

Work Experience Requirements:

  • 1- 3 years Customer Service experience required.
  • Inbound Call Center experience preferred.
  • Experience working on an ACD, CRM and other Call Center tools and technologies is preferred
  • Experience in the Energy, Telecommunications or Financial industries a plus


  • Bilingual strongly preferred.
  • Excellent listening and verbal communications skills
  • Strong conflict resolution and negotiation skills
  • Proficient in Windows environment, e-mail, word processing and typing.
  • Analytical and problem solver - Ability to analyze complex situations and identify a resolution
  • Ability to set priorities, plan, and organize work
  • Ability to up-sell and retain customers
  • Reliable with above average attendance and timeliness record
  • Display positive attitude and demonstrate patience, empathy and caring towards the customer
  • Ability to complete tasks with minimal supervision
  • Receptive to feedback and constructive criticism
  • Strong conflict resolution and negotiation skills
  • Team player
  • The ability to adapt to changing priorities in a fast paced environment

Education Requirements:

• High School diploma or commensurate experience required. College degree preferred. Bilingual in Spanish a plus.


• Working hours will be in a shift work environment with operating hours Monday through Friday from 8am until 8pm.

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor