Customer Consultant Coach — Lead CSR Excellence

Transmission & Distribution World; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 66,000 - 90,000; Full time

Benefits offered by this job

401(k) match

Medical, dental and vision insurance

Generous paid time off

Job summary

Exelon is seeking a Customer Care Specialist to deliver premier service for PECO electric and gas customers across multiple channels. You will handle inquiries, resolve issues, and support real time operations with empathy and professionalism.

The role requires strong communication, excellent PC skills, and the ability to navigate several systems while ensuring accurate, timely information. A background in high-volume call centers and reliability are highly valued.

Qualifications

• Associate's degree and 3+ years of advanced customer service experience, preferably in a call center.
• Alternatively, high school diploma with 4+ years customer service experience and leadership capability.
• Strong typing speed (40 WPM) and excellent written and verbal communication.

Responsibilities

• Respond to and resolve customer inquiries across phone, email, chat and other channels.
• Provide advanced coaching and real time support to CSRs; document coaching and identify process gaps.
• Collaborate across departments to resolve concerns and improve service delivery.
• Process transactions including payments, updates, billing adjustments, and emergencies.

Skills

Communication

Typing 40 WPM

Multi-tasking

MS Office

Multi-system navigation

Customer service

Reliability

Leadership

Education

Associate's degree

High School diploma

Tools

CC&B

CX Wrapper

Procedure Flow

Job description

Exelon is seeking a Customer Care Specialist to deliver premier service for PECO electric and gas customers across multiple channels. You will handle inquiries, resolve issues, and support real time operations with empathy and professionalism.

The role requires strong communication, excellent PC skills, and the ability to navigate several systems while ensuring accurate, timely information. A background in high-volume call centers and reliability are highly valued.