Customer Experience Coach & Mentor

Exelon Corporation; Philadelphia (Philadelphia County); Hybrid; USD 66,000 - 90,000; Full time

Benefits offered by this job

Annual salary range

Annual bonus

401(k) match

Medical, dental and vision insurance

Life and disability insurance

Generous paid time off

Employee Assistance Program

Wellbeing programs

Referral bonus

Job summary

Exelon Corporation seeks a dedicated Customer Care Center professional to deliver a premier experience for PECO electric and gas customers across phone, email, chat, and other channels. You will resolve inquiries, guide transactions, and support cross-department collaboration with a customer-centric mindset.

The role requires typing speed, excellent communication, and multi-system navigation in a fast-paced, high-volume setting.

Qualifications

• Associate's degree with 3+ years of advanced customer service experience, preferably in a call center environment.
• Ability to type at a minimum of 40 WPM.
• Excellent written and verbal communication skills.
• Strong PC skills, including Microsoft Office and multi-system navigation.
• Ability to multi-task (typing while engaging with customers).
• Ability to work in a fast-paced, high-volume environment.
• Proven track record of reliability, professionalism, and customer advocacy.
• Demonstrated capability to manage complex situations, support peers, and apply sound judgment.

Responsibilities

• Respond to and resolve customer inquiries across phone, email, chat, and other channels, providing accurate information related to billing, service orders, usage, rates, credit, collections, emergencies and other duties as assigned.
• Process customer service transactions, including payment arrangements, account updates, billing adjustments, and emergency requests, ensuring compliance with company policies and regulatory requirements.
• Review and analyze customer accounts to identify root causes, resolve issues, and provide clear explanations to support customer understanding and satisfaction.
• Manage complex or escalated customer situations, exercising sound judgment, ensuring timely resolution, and addressing high impact cases with a customer centric approach.
• Demonstrate leadership behaviors by promoting best practices, supporting operational readiness during high volume events, influencing team performance, driving an ethical and safety-focused culture and serving as a senior resource for real time operational guidance.

Skills

Typing 40 WPM

Written & verbal comms

PC skills & MS Office

Multi-tasking

Fast-paced environment

Reliability & professionalism

Leadership / senior CSR

Customer advocacy

Education

Associate's degree + 3+ yrs experience

HS diploma + 4+ yrs experience

Tools

Microsoft Office

CRM / multi-system navigation

Job description

Exelon Corporation seeks a dedicated Customer Care Center professional to deliver a premier experience for PECO electric and gas customers across phone, email, chat, and other channels. You will resolve inquiries, guide transactions, and support cross-department collaboration with a customer-centric mindset.

The role requires typing speed, excellent communication, and multi-system navigation in a fast-paced, high-volume setting.