Customer Consultant Coach
Core
Deliver a premier customer experience for PECO electric and gas customers by providing accurate, timely service across multiple channels while coaching and supporting call center representatives. (via careerplan.io/jobs/30226-customer-consultant-coach-at-exelon)
Role type
Senior Customer Service Representative / Team Coach
Builds
Customer service transactions, billing adjustments, and emergency response solutions for residential and commercial energy customers
Domain
Utilities (Electricity & Gas)
Required skills
Advanced customer service, coaching and mentoring, conflict resolution, data analysis, process improvement, cross-functional collaboration, regulatory compliance, multitasking, Microsoft Office proficiency
Preferred skills
Billing and credit process knowledge, familiarity with CC&B and CX Wrapper systems, strong interpersonal skills
Responsibilities
Respond to and resolve customer inquiries via phone, email, and chat; provide advanced coaching and real-time support to CSRs; process transactions including payment arrangements and billing adjustments; analyze customer accounts to identify root causes; manage complex or escalated situations; collaborate across departments to improve service delivery.
Seniority
Senior, hands-on IC with team support