Senior CSR Coach — Customer Experience Leader

Delmarva Power & Light Co.; Philadelphia (Philadelphia County); Hybrid; USD 66,000 - 90,000; Full time

Benefits offered by this job

Annual salary $65,600–$90,200

Annual bonus 7%

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 is seeking a Customer Care Center professional to deliver a premier experience for PECO electric and gas customers. You will respond across phone, email, chat, and other channels with empathy and accuracy, handling billing, service orders, usage, and emergencies as needed.

The role requires strong communication, proficiency with Microsoft applications, multi-system navigation, and the ability to resolve issues in a fast-paced environment while maintaining professionalism.

Qualifications

• Associate's degree plus 3+ years in advanced customer service, or HS diploma with 4+ years in customer service including leadership.
• Typing speed of at least 40 WPM and strong written/verbal communication.
• PC skills with Microsoft Office and multi-system navigation.
• Ability to multitask in a fast-paced environment and show reliability and professionalism.

Responsibilities

• Respond to and resolve inquiries across phone, email, chat and other channels with accuracy on billing, service orders, usage, rates, credit, collections, and emergencies.
• Process transactions including payment arrangements, account updates, billing adjustments, and emergencies per policy.
• Review accounts to identify root causes, explain resolutions clearly to customers, and ensure satisfaction.
• Manage escalations with sound judgment, ensuring timely resolution for high-impact cases.
• Promote best practices, support readiness during high-volume events, and guide team performance.

Skills

Communication

Typing 40 WPM

MS Office

Multi-system navigation

Customer advocacy

Problem solving

Education

Associate's degree and 3+ years advanced customer service

High School diploma + 4+ years customer service with leadership

Tools

CC&B

CX Wrapper

Procedure Flow

Job description

Exelon is seeking a Customer Care Center professional to deliver a premier experience for PECO electric and gas customers. You will respond across phone, email, chat, and other channels with empathy and accuracy, handling billing, service orders, usage, and emergencies as needed.

The role requires strong communication, proficiency with Microsoft applications, multi-system navigation, and the ability to resolve issues in a fast-paced environment while maintaining professionalism.