Customer Relations Trainee - Temporary

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:

The Customer Relations Temporary Trainee (CRTT) supports inbound customer interactions by delivering high-quality service and acting as a customer advocate. This role focuses on developing foundational knowledge of BGE's processes, policies, and systems to effectively respond to customer inquiries, resolve routine issues, and assist during emergencies. Through a structured training program, the CRTT builds proficiency in the Customer Care & Billing (CC&B) system to manage and update customer accounts, while strengthening communication, problem-solving, and crisis management skills. The CRTT is expected to demonstrate flexibility and reliability, including working evenings, weekends, holidays, and during critical events such as storms. This position requires successful completion of training, on-the-job learning, and evaluations across key operational areas including billing, service orders, energy assistance, and gas and electric services. The CRTT position is a 6 month to 1 year hybrid assignment. The temporary employee is expected to successfully complete a six-week training program. There are 3 training modules in the program and the temporary is expected to complete each module with a passing score. If the temporary is not successful with the final assessment for each module, the assignment will end.

Primary Duties:

The CRTT learns and demonstrates the ability to assist inbound customer inquiries. The CRTT learns the BGE processes and procedures in handling the customer's questions, problems or emergencies by telephone. The CRTT serves as the customer advocate by listening to the customer to facilitate a resolution. The CRTT develops and demonstrates the ability to use effective communication skills and good judgment to resolve routine customer contacts. The CRTT learns and develops operational knowledge of the Customer Care & Billing (CC&B) system to enter and make adjustments to Customer's Accounts. During the training program the CRTT acquires and demonstrates knowledge of Company operations, special programs and the CC&B systems to assist in the resolution of in-bound customer inquiries including effective crisis management skills involving gas and electric emergencies. The CRTT complies with the requirements of essential personnel status by working during storms and other critical times. The CRTT is subject to weekend, holiday, evening work, emergency call-in, rotating shift schedules, and mandatory overtime due to operating conditions. The CRTT remains a Temporary Trainee until complete knowledge of the following is demonstrated: billing, energy assistance, service orders, general business, electric deregulation, delivery service, marketing, and gas options received by telephone or mail. Based upon business needs you may be required to report to other BGE office sites. Training and On the Job Training (OJT) and On the Job Evaluations (OJE) are conducted onsite. At the successful conclusion of the training, OJT and OJE, the temporary employee will be permitted to work remote from a home office. The home office must meet the requirements of a remote location to include appropriate internet services and the ability to work in a quiet secured setting.

Minimum Qualifications:

Demonstrated skills in the use and interpretation of the CC&B system Demonstrated comprehension of Company operations Demonstrated ability to: Handle all Company/customer contacts with diplomacy and tact Resolve customer emergencies involving gas and electric Accurately diagnose and resolve basic customer inquiries/complaints Perform in a customer service oriented business Effectively react to operations involving various degrees of complexity Achieve Section's performance standards Respond to the demands of emergency utility operations; Produce legible, clear, concise, and grammatically correct sentences Perform simple mathematical calculations Display good communication skills Successful completion of the PreVisor Selection Test Must pass the U.S. Department of Transportation required chemical test Possess good PC skills Successful completion of background check/screening

Education/Experience:

Minimum high school graduate or GED. Minimum two years of work experience in customer service oriented functions or equivalent combination of formal education/training and experience.

Preferred Qualifications:

Demonstrated skills in the use and interpretation of CC&B system.

Benefits:

Hourly rates will be paid in accordance with terms of the candidate's skills, qualifications, experience or collective bargaining agreement: $26.65/Hr. Medical Insurance Retirement benefits Floating and fixed holidays and sick time Employee Assistance Program and resources for mental and emotional support

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.