Supvr Customer Service

About the job

Who We Are

Exelon is helping build a more affordable, reliable energy future for the communities we serve. We're looking for people who are ready to make a difference and work together to deliver the energy our customers count on every day.

As a Fortune 200 company and one of the nation's largest utility companies, we have more than 20,000 colleagues who serve nearly 11 million customers through six fully regulated utilities - Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

Exelon is built by people who put safety first, work together to solve problems and show up every day for our customers and communities. We believe strong teams are built on trust, respect and a shared commitment to high-performance culture. And our commitment to employees includes creating an environment where people can grow, develop new skills and build thriving careers.

We know this work isn't easy. That's why we offer competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career. No matter your role, you will be part of a team that is committed to making a difference, improving how we work and delivering for the people who depend on us.

Are you on for the challenge? Primary Purpose

Monitor and supervise Customer Services bargaining unit or non-exempt line employees. Monitor daily workplan and make adjustments where necessary. Develop a workplan detailing the daily activities of the employees. Answer and discuss the more difficult customer problems. Review reports to assure the proper completion of workload. Interface with various organizations within Customer Services to ensure timely completion of work. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Primary Duties

• Direct bargaining unit or non-exempt line employees in day-to-day activities. Coordinate and evaluate scheduling of work. Schedule overtime when required. Develop scheduling process to ensure efficient completion of workload. (40%)
• Evaluate and monitor bargaining unit or non-exempt line employee productivity to maximize performance. Maintain effective communication with bargaining unit or non-exempt line employees, enhance job skills and motivate employees to ensure Employee Satisfaction. (20%)
• Establish, promote and maintain a safe work environment within the department. (10%)
• Review and monitor reports as required (i.e., daily time sheets, budgets, etc.) (10%)
• Interface with other business units to ensure timely completion of work. (10%)
• Interact with union representatives to reduce union / management misunderstandings and resolve labor / management disputes / grievances. (10%)

Job Scope

• Direct day-to-day supervisory responsibilities over bargaining unit or non-exempt line employees.
• Promotes customer and employee satisfaction
• Decision-making authority is related to completion of departmental scheduled workload
• Work is subject to frequent/daily review.
• Impact to budget is limited and is reflective of workgroups contribution to daily workflow.
• Establish, promote and maintain a safe work environment.

Minimum Qualifications

• 2 - 4 years internal utility company experience (e.g., ComEd, PECO), or equivalent external experience
• 2+ years internal supervisory experience (e.g., ComEd, PECO, BSC, ExGen), or receive acceptable rating on Supervisory Assessment
• Demonstrated computer literacy
• Strong written and oral communication skills

Preferred Qualifications

• Bachelor's degree
• General knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes
• General understanding of applicable systems and technology (e.g., customer information system, electronic hand-held meter reading equipment, etc.)

Benefits

• Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $69,600.00/Yr. – $95,700.00/Yr.
• Annual Bonus for eligible positions: 10%
• 401(k) match and annual company contribution
• Medical, dental and vision insurance
• Life and disability insurance
• Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
• Employee Assistance Program and resources for mental and emotional support
• Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
• Referral bonus program
• And much more

Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.