- Professional
- Office in Newark
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
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. Apply Now
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
Assist in the direction of personnel and activities of Regulatory Performance Group. Assure compliance of the Company's procedures with consumer protection regulations of the Public Service Commissions and the Board of Public Utilities. Manage the day-to-day relationship of the Company with consumer services divisions of regulatory agencies and consumer advocacy organizations. Track key performance indicators to measure and monitor performance improvement areas. Assist in the effective implementation of strategic initiatives, business goals and objectives. Assist as a change agent to initiate and coordinate performance improvement objectives. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.
Primary Duties:PRIMARY DUTIES AND ACCOUNTABILITIES
- Assure accurate and timely completion of investigations of consumer complaints to maintain compliance with regulations in responsible jurisdictions and to increase the company's responsiveness to internal measurements and key indicators. (30%)
- Provide coaching, mentoring, and performance appraisals to employees. Identify opportunities for career growth and enhancement. Provide accurate and timely feedback regarding performance and operations. Conduct Performance Planning and Appraisal process. (20%)
- Develop and maintain internal relationships to facilitate the timely resolution of customer complaints and identified process/procedural improvements (15%)
- Serve as primary interface with day-to-day interactions with external stakeholders/regulatory agencies regarding consumer complaints. Oversee the strategic decisions and settlements to resolve cases. (15%)
- Maintain close oversight of pending cases in responsible jurisdictions so that collection activity on past due balances may be resumed in order to decrease uncollectibles. (10%)
- Track Company's performance relative to the regulations in responsible jurisdictions and provide recommendations on goals and performance indicators to improve performance. Partner with the manager and peers to assist in identifying performance improvement opportunities to drive change in weaker performance areas in responsible jurisdictions and industry benchmarking. (10%)
JOB SCOPE
- Day-to-day supervisory responsibilities in functional and administrative supervision of exempt employees
- Promote customer and employee satisfaction, while balancing effective team performance.
- Contribute to and drive company performance
- Self-motivated, flexible and able to handle multiple tasks under pressure
- May fill in for manager as needed
- Oversee timely resolution of consumer complaints in responsible jurisdictions to avoid further regulatory actions, possible financial penalties, and damages to the corporate image.
- Oversee negotiations and approve resolutions in coordination with the manager to resolve consumer complaints.
- Support operation to ensure processes are in compliance with the regulations.
MINIMUM QUALIFICATIONS
- Bachelor's degree in business or a related discipline and 4-7 years relevant business experience, or in lieu of Bachelor's degree, 6-9 years relevant experience is required.
- Demonstrated knowledge and understanding of conflict management and proven skills in coaching, ability to build consensus, establish trust, and foster culture change.
- Demonstrated negotiation skills.
- Demonstrated computer literacy.
- Demonstrated exceptional oral and written communication skills.
- Knowledge of jurisdictional regulations relating to Energy Delivery performance.
PREFERRED QUALIFICATIONS
- Strong understanding of applicable systems and technology (e.g. SAP, UIQ, IEE, etc.)
- One year of supervisory or managerial experience
- Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $87,200.00/Yr. – $119,900.00/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. Apply Now
