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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 (ComEd), 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?

Primary Purpose

PRIMARY PURPOSE OF POSITION

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 it’s Solar developers. The role will be responsible for managing developer expectations and ensuring excellent developer experience.

Primary Duties

PRIMARY DUTIES AND ACCOUNTABILITIES

+ 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

Job Scope

JOB SCOPE

+ 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

Minimum Qualifications

MINIMUM QUALIFICATIONS

+ 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

Preferred Qualifications

PREFERRED QUALIFICATIONS

+ 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 thinking

+ Commercial expertise

+ Understanding of technical implications on developer's projects

+ Comfortable operating independently and self-starting initiatives as needed to provide efficient and quality customer service

+ Agility navigating multiple software databases as informational resources

Benefits

+ Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $84,000.00/Yr. – $115,500.00/Yr.

+ Annual Bonus for eligible positions: 15%

+ 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.

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. If you are an individual with a disability and need an accommodation to complete the application, please email us at [email protected].