Job Purpose: Pepco Holdings is one of the largest electricity delivery and natural gas companies in the mid-Atlantic region. More than 1.8 million customers in Washington D.C., Delaware, Maryland, and New Jersey depend on Pepco Holdings for their electricity and natural gas needs. We are seeking a Customer Service Representative B to join the staff at our regional location(s).
Experience demonstrating skill working with internal and external customers in a positive and professional manner to resolve complaints and/or respond to inquiries to include the following:
- greeting customers and establishing rapport;
- showing empathy with customers concerns/situation;
- listening to, acknowledging, asking questions, and responding to customer questions and objections to understand their needs or issues;
- communicating information in terms that are understandable to the customer;
- determining a course of action, and taking action, to resolve customer issues/objections; and,
- informing customers of the action(s) taken and ensuring they understand those actions.
Experience demonstrating skill dealing with different types of customers (for example, irate, delinquent, etc.).
Experience demonstrating skill applying correct policies, procedures, and guidelines to resolve a customer inquiry/complaint.
Experience demonstrating skill using computerized database/job aids to access information needed to assist customers to include:
- entering relevant information (e.g., customer name, account number); and,
- documenting the pertinent facts surrounding customer calls to maintain a current account history.
Experience demonstrating skill using basic arithmetic to compute customer billing inquiries (specifically subtraction, multiplication, division, percentages, averages, and rates).
Experience demonstrating skill learning about and keeping abreast of changes to products and/or services, company policies, and operating procedures.
Experience demonstrating skill using PC-based e-mail software and the Internet.
Ability and willingness to talk over the telephone with customers and maintain composure for long periods of time.
Ability and willingness to respond to calls that are primarily credit and collection based.
Ability and willingness to sit and wear a headset for long periods of time.
Ability and willingness to input data into the computer for extended periods of time.
Ability and willingness to meet productivity and quality standards on a daily basis.
Ability and willingness to perform in a structured environment (for example, scheduled breaks, meetings, training, lunches).
Ability and willingness to successfully complete the training program and apply this training in the work environment.
Ability and willingness to participate and contribute in team or company meetings.
Ability and willingness to work at various Company locations.
Ability and willingness to work rotating shift schedules and overtime as required. This may require being held over at the end of a shift or being asked to return to work within a short period of time (for example, within an hour) after being called back
Ability and willingness to perform as an essential employee, which means reporting to work in any emergency situation such as storm conditions, equipment failures, etc.
Must successfully pass Qualification Test.
Must successfully pass a Criminal History Background Check.
Experience demonstrating skill working in a call center environment.
Experience demonstrating skill handling a high volume of complex customer calls with little or no "down time."
Experience demonstrating skill persuading and/or selling company products and services to customers.
Experience demonstrating skill following up with customers after calls, as required.
Experience demonstrating skill using PC-based word processing and spreadsheet software.
Experience demonstrating skill using SAP