Customer Service Representative - Utility/Energy

Title: Junior Analyst

Terms of Employment

• W2 Contract, 12 Months (Possible extension based on performance)

• Location: Hybrid Schedule at Philadelphia, PA (3-4 days onsite Tue,Wed & Thur)

• Initially 100% onsite at for the first 3-6 weeks

• Work Schedule: 40 hrs/wk (M-F 8am-5pm)

Overview

As a Business Analyst, you will support Exelon CC&B migration project and customer support. The team size is around 10-15 members.

Responsibilities:

• Assisting in gathering and documenting business requirements from stakeholders.

• Analyzing and documenting current business processes and workflows.

• Assisting in the development of functional and technical specifications.

• Participating in meetings and workshops to gather requirements and provide updates on project progress.

• Assisting in the identification and documentation of project risks and issues.

• Supporting the development and testing of new systems or enhancements.

• Assisting in the preparation of training materials and user documentation.

• Providing support to users during system implementation and post-implementation

Required Skills & Experience

• Bachelor’s Degree (2-3 years experience if no degree)

• 2-3 years experience in Utility Customer Service.

• Experience with customer calls, answering and resolving inquiries.

• Microsoft office experience

• Experience in Reconciliations/resolutions and data billing

• Experience in Writing Reports and Regulatory Compliance and Customer Service (outbound) experience.

• Experience handling inquiries from the general public in responding to irate customers, and resolving difficult, challenging and/or sensitive issues with diplomacy, empathy, good judgment, patience, and professionalism

• Capacity to manage multiple accounts under pressure in a time sensitive fast paced environment. Individually must be organized and detail oriented.

• Demonstrated ability to effectively understand customer issues, offer solutions to problems, and communicate with the general public, supervision, and employees via the telephone

• Possesses the requisite mathematical and analytical skills required to compute and interpret customer data billing inquiries (e.g., addition, subtraction, multiplication, division, percentages, averages and rates)

• Possess effective communication, reconciliation, customer disputes and customer resolutions.

• Be detail-oriented and able to work effectively in a team environment