Sr Customer Engagement Specialist
Delmarva Power & Light Co., Washington, NJ, United States
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
This position serves a customer advocate influencing how operations can transform its business around superior customer experience. Ensures the company delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the customer journey. Responsible for leading and assessing customer touchpoints across multiple journeys and projects and assuring high level of customer satisfaction. Oversee that the implementation of the customer strategy will drive change and improvements in communicating with the customer. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.
Primary Duties PRIMARY DUTIES AND ACCOUNTABILITIES
Identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements which include our customer communication either written or oral (25%)
Liaise with internal teams such as customer operations, electric and gas operations, claims, vegetation management to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are closed (25%)
Regular communication with internal stakeholders such as customer operations and communications and other customer-facing teams to identify gaps and opportunities, if any in the brand experience (20%)
Raising red flags wherever the business process billing, installation or anything pre or post sales needs correction to ensure the customer has a seamless experience with the company (20%)
Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app (10%)
Job Scope JOB SCOPE
Significant contact with leadership of external business groups
Indirectly manage and provide direction for all customer touch points of Customer operations
Independent performer; Leadership-level decision making authority
Minimum Qualifications MINIMUM QUALIFICATIONS
BS degree in Business and 4-7 years' experience, or in lieu of degree, 6-9 years of relevant internal or external business experience
Excellent Communication Skills – written and oral
Excellent Project Management skills
Knowledge of customer journeys
Ability to lead high performing work teams
Ability to communicate to all levels of organization
Strong PC skills
Advanced skills in problem solving, conflict management
Preferred Qualifications
Effective communication to decision makers and stakeholders
Prior experience in customer facing organizations
Experience within the utility field
Ability to be adaptable across various departments
Attention to detail
Ability to be self-guided and directed
Benefits Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $84,000.00/Yr. – $115,500.00/Yr.
Annual Bonus for eligible positions: 15%
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.
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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
This position serves a customer advocate influencing how operations can transform its business around superior customer experience. Ensures the company delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the customer journey. Responsible for leading and assessing customer touchpoints across multiple journeys and projects and assuring high level of customer satisfaction. Oversee that the implementation of the customer strategy will drive change and improvements in communicating with the customer. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.
Primary Duties PRIMARY DUTIES AND ACCOUNTABILITIES
Identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements which include our customer communication either written or oral (25%)
Liaise with internal teams such as customer operations, electric and gas operations, claims, vegetation management to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are closed (25%)
Regular communication with internal stakeholders such as customer operations and communications and other customer-facing teams to identify gaps and opportunities, if any in the brand experience (20%)
Raising red flags wherever the business process billing, installation or anything pre or post sales needs correction to ensure the customer has a seamless experience with the company (20%)
Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app (10%)
Job Scope JOB SCOPE
Significant contact with leadership of external business groups
Indirectly manage and provide direction for all customer touch points of Customer operations
Independent performer; Leadership-level decision making authority
Minimum Qualifications MINIMUM QUALIFICATIONS
BS degree in Business and 4-7 years' experience, or in lieu of degree, 6-9 years of relevant internal or external business experience
Excellent Communication Skills – written and oral
Excellent Project Management skills
Knowledge of customer journeys
Ability to lead high performing work teams
Ability to communicate to all levels of organization
Strong PC skills
Advanced skills in problem solving, conflict management
Preferred Qualifications
Effective communication to decision makers and stakeholders
Prior experience in customer facing organizations
Experience within the utility field
Ability to be adaptable across various departments
Attention to detail
Ability to be self-guided and directed
Benefits Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $84,000.00/Yr. – $115,500.00/Yr.
Annual Bonus for eligible positions: 15%
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.
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