Sr Customer Engagement Specialist

Who We Are

We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 19,000 colleagues strong serving more than 10 million customers at six energy companies — Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (Com Ed), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?

This position serves a customer advocate influencing how operations can transform its business around superior customer experience. Ensures the company delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the customer journey. Responsible for leading and assessing customer touchpoints across multiple journeys and projects and assuring high level of customer satisfaction. Oversee that the implementation of the customer strategy will drive change and improvements in communicating with the customer.

Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

The position will serve as the Relationship Manager and be the face of PHI to all of its Solar developers. The role will be responsible for managing developer expectations and ensuring excellent developer experience.

• Identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements which include our customer communication either written or oral (25%).
• Liaise with internal teams such as customer operations, electric operations, project management, government affairs, economic development, engineering, interconnection specialist, special billing, claims, to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are closed (25%).
• Regular communication with internal stakeholders such as customer operations and communications and other customer-facing teams to identify gaps and opportunities, if any in the brand experience (20%).
• Raising red flags wherever the business process - billing, installation or anything pre or post sales - needs correction to ensure the customer has a seamless experience with the company (20%).
• Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app (10%).
• Assist applicants with navigation and use of online interconnection tools; and providing guidance to, and resolving a variety of issues for, applicants such as applicable regulatory requirements and tariffs.

• Significant contact with leadership of external business groups
• Indirectly manage and provide direction for all customer touch points of Customer operations
• Independent performer;
  Leadership-level decision making authority
• Leverage effective working relationships with internal process stakeholders to address customer/developer inquiries
• Manage developer expectations about potential shifts in timelines or expected project costs across solar developer's portfolio
• Filter and answer FAQs and prioritize questions based on developer's requirements and project complexity
• Engage solar developers to schedule and facilitate kick-off and update meetings; share relevant follow up info with developers
• Understand developer's growth ambitions and potential future application volumes; socialize with broader set of stakeholders to inform strategic planning
• Communicate with assigned developers about any delays/roadblocks within their portfolio of projects

• BS degree in Business and 4-7 years' experience, or in lieu of degree, 6-9 years of relevant internal or external business experience
• Excellent Communication Skills - written and oral
• Excellent Project Management skills
• Knowledge of customer journeys
• Ability to lead high performing work teams
• Ability to communicate to all levels of organization
• Strong PC skills
• Advanced skills in problem solving, conflict management

• Customer-oriented mindset; with relationship-building capabilities and excellent oral/written comms
• Knowledge of customer service best practices (e.g., monitoring process, negotiation skills)
• Liaising with external and internal stakeholders; manage expectations with external stakeholders
• Problem solving and logical…