Escalated Investigations Representative

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

To produce quality communication via phone or in writing to regulatory bodies, Office of the Peoples Councils, Better Business Bureau and the general public regarding company policy, practices, regulatory specifications and consumer obligations as it pertains to the transmission, distribution, service, consumption, and payment of electric service.

Primary Duties

Duties include, but are not limited to:

Handle escalated complaints received from the Commissions, OPCs, Better Business Bureau and other internal sources.

Represent Pepco and provide content for Commission hearings and court proceedings.

Serve as the subject matter expert for Legal, Claims, Government Affairs, VP of Customer Care and others.

Attend Referee meter tests with Commission personnel and customer to provide premise support and to address billing and metering issues.

Effectively communicate by phone and in writing Pepco's General Terms and Conditions for MD and DC, the Consumer Bill of Rights and COMAR.

Draft letters and other written material to the Commissions, Office of the Peoples Councils, Better Business Bureau and others.

Ensure final resolution of assigned work is completed within the required time frames to ensure compliance with tariffs.

Participates in cross-functional Department/Division meetings to identify, discuss and resolve billing issues (including large commercial accounts) and provides input on the impact of new technologies affecting the Department/Division.

Minimum Qualifications

Working knowledge of a Customer Information System (CIS), Graphical User Interface (GUI), E-Billing systems, as well as successful interpretations of utility rates and regulatory practices.

Ability to handle escalated complaints from a variety of sources i.e. Maryland Public Service Commission, District of Columbia Public Service Commission, Executives, Better Business Bureau, and Customers etc.

General understanding of Pepco's General Terms and Conditions, The Consumer Bills of Rights and COMAR and it's application when responding to inquiries to the Company.

Ability to represent Pepco at Commission, court proceedings and to serve as the subject matter expert for Legal, Claims, and others.

Minimum of two years experience working n a customer contact work environment and/or handling escalated inquires from a regulatory body, executive, general public and others.

Ability to effectively communicate with colleagues, supervisor and the general public in writing, via the telephone and person-to-person in a variety of venues. Must successfully complete a writing assessment.

Ability to work on and complete projects in a timely manner.

Ability to apply requisite mathematical skills necessary to compute customer-billing inquires and report lower-classified employee performance metrics (ex. Addition, subtraction, multiplication, division, percentages, averages, and rates).

Ability to access and navigate both the intra-and internet and successfully retrieving, organizing and presenting information relevant to the job.

Ability and willingness to work extended shifts, weekends, various work locations, and 24-hours emergency call-out with little or no prior notice.

Ability to operate a vehicle and adhere to the Company's safety standards.

PHYSICAL REQUIREMENTS

Ability to walk, stand and sit for extended periods of time.

Ability to drive.

Ability to input data into the computer for prolonged periods of time.

Ability and willingness to travel to various locations as required.

Ability to communicate clearly and comprehensively.

Ability to listen to conversations via telephone and/or recording devices.

Benefits

Benefits

• Hourly rates will be paid in accordance with terms of the candidate's skills, qualifications, experience or collective bargaining agreement: $45.56/Hr.
• Annual Bonus for eligible positions: 4%
• 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.