Job Description

Job Description

Description

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.

BGE HOME, a Constellation Company, specializes in the sale and service of heating, air conditioning, water heating, plumbing, and electrical systems along with appliance repair, replacement windows, doors, siding and attic insulation.

We are committed to our customers and have a customer satisfaction rating of more than 95 percent.

Our employees live; the BGE HOME Initiatives: Customer Commitment, Excellence, Integrity & Accountability, Teamwork and Safety.

We are a company that cares about the environment, supports local communities and embraces the diversity of our employees.

Every business line offers opportunity for employee development.

We have some of the best training programs in the area.

Here at BGE HOME, we continue our success through the strength of our people.

It's your future - it's about your career and your goals.

At BGE HOME, our aim is to match the right people with the right jobs.

PRIMARY PURPOSE OF POSITION

Responsible for the design, development, delivery and evaluation of Customer Care Center training programs and quality monitoring activities to include evaluating customer interactions and providing coaching and feedback. This position will work closely with Customer Care Center leadership to ensure alignment on performance, expectations, initiatives, and priorities.

PRIMARY DUTIES AND ACCOUNTABILITIES

- Designs, prepares and delivers training classes as well as preparation and maintenance and delivery of initial training and on-going process and procedure materials. Conducts new employee/contractor and refresher training.

- Listens to calls, evaluates interactions, and provides specific, timely and constructive performance feedback to employees. Seeks opportunities to provide appropriate recognition. Partners with Customer Care Team Leaders to share quality observations and performance feedback.

- Maintains records and provides reports to leadership that document training and quality program activities and provides recommendations for training classes based on quality monitoring

- Participates in training needs and quality calibration meetings.

- Creates and delivers Call Center Communications and maintains Customer Care Share Point Site

POSITION SPECIFICATIONS

Minimum:

- Comprehensive knowledge of Customer Care Center policies and procedures, Company products and services, and IT systems.

- Basic to intermediate level of computer literacy and application in Microsoft Word, Outlook, Excel and PowerPoint.

- High School graduate or equivalent

- 5+ years customer care experience including training/ leadership responsibilities

- Strong oral, written, and interpersonal communication and presentation skills.

- Ability to influence and motivate others and clearly state expectations and desired outcomes.

- Role model for delivering exceptional customer service.

- Strong problem solving, organizational, and time-management skills.

- A self-starter able to work both independently with minimal supervision and in a team environment

Preferred:

- Knowledge and practical experience with CRM, eVapt and Viryanet

- Knowledge of sharepoint software preferred

- Dependability is essential in this role.

This position is considered essential.

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.

Qualifications

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