Customer Experience Coach & Frontline Leader

Peco Energy Co.; Philadelphia (Philadelphia County); On-site; USD 66,000 - 90,000; Full time

Benefits offered by this job

Salary range

Annual bonus

401(k) match

Insurance (medical, dental, vision)

Life and disability insurance

Generous PTO

Employee Assistance Program

Wellbeing programs

Referral bonus

Job summary

PECO Energy Company is hiring for a Customer Service role to deliver a premier experience across phone, email, and chat channels in a high-volume environment. You will handle billing, orders, usage, and emergencies with empathy and accuracy, guiding teammates and improving processes.

The position requires a solid background in customer service, strong communication skills, and the ability to navigate multiple systems while maintaining professionalism and reliability.

Qualifications

• Associate's degree + 3+ years of advanced customer service, or HS diploma + 4+ years with leadership.
• Type at least 40 WPM.
• Excellent written and verbal communication.
• Strong PC skills, including Microsoft Office and multi-system navigation.
• Ability to multi-task in a fast-paced, high-volume environment.
• Proven reliability, professionalism, and customer advocacy.
• Demonstrated capability to manage complex situations and support peers.

Responsibilities

• Respond to and resolve inquiries via phone, email, chat, and other channels with accurate information.
• Provide advanced coaching and real time support to CSRs; document coaching and identify process gaps.
• Collaborate across departments to resolve concerns and improve processes and tools.
• Process transactions including payment arrangements, account updates, billing adjustments, and emergencies.
• Lead during high-volume events and promote an ethical, safety-focused culture.

Skills

Typing 40 WPM

Communication skills

PC skills

Multi-tasking

Reliability

Leadership

Education

Associate's degree + 3+ years

HS diploma + 4+ years with leadership

Tools

CC&B

CX Wrapper

Procedure Flow

Job description

PECO Energy Company is hiring for a Customer Service role to deliver a premier experience across phone, email, and chat channels in a high-volume environment. You will handle billing, orders, usage, and emergencies with empathy and accuracy, guiding teammates and improving processes.

The position requires a solid background in customer service, strong communication skills, and the ability to navigate multiple systems while maintaining professionalism and reliability.