Customer Relations Trainee

New
  • Location
    Baltimore, Maryland
  • Job type
    Contract/Temporary
  • Category
    Call Center & Customer Service - Customer Service

Job Summary:

The Customer Relations Trainee (CRT) learns and demonstrates the ability to assist inbound customer inquiries.
The CRT learns the BGE processes and procedures in handling the customer’s questions, problems or emergencies by telephone.
The CRT serves as the customer advocate by listening to the customer to facilitate a resolution.
The CRT develops and demonstrates the ability to use effective communication skills and good judgment to resolve routine customer contacts.
The CRT learns and develops operational knowledge of the Customer Care & Billing (CC&B) system to enter and make adjustments to Customer’s Accounts.
During the training program the CRT acquires and demonstrates knowledge of Company operations, special programs, including Smart Energy Savers program, and the CC&B system to assist in the resolution of in-bound customer inquiries including effective crisis management skills involving gas and electric emergencies.
The CRT complies with the requirements of essential personnel status by working during storms and other critical times.
The CRT is subject to weekend, holiday, evening work, emergency call-in, rotating shift schedules, and mandatory overtime due to operating conditions.
The CRT remains a Trainee until complete knowledge of the following is demonstrated: billing, energy assistance, service orders, general business, electric deregulation, delivery service, marketing, and gas options received by telephone or mail.
NOTE: At supervisory direction, will work other job functions within the Department.
Based upon business needs you may be required to report to other BGE office sites including the RBC or Spring Gardens Call Center.


Primary Duties and Responsibilities:

Learns and demonstrates the ability to respond to customer inbound calls regarding inquiries/complaints regarding gas and electric emergencies, BGE’s Smart Energy Savers program, collections, energy assistance, service orders, billing, general business, electric deregulation, delivery service, marketing, and gas options.
Learns and develops operational knowledge of the Customer Care & Billing (CC&B) system to enter and make adjustments to Customer’s Accounts
Serves as the customer advocate by listening to the customer to facilitate a resolution
Develops and demonstrates the ability to use effective communication skills and good judgment to resolve routine customer contacts
Complies with the requirements of essential personnel status, works during storms and other critical times
Required to work assigned schedule for a 7/24 operation which includes weekend, holiday, evening work, emergency call-in, rotating shift schedules, and mandatory overtime due to operating conditions.
Performs other job-related duties as assigned


Job Specifications:

Demonstrated skills in the use and interpretation of the CC&B system
Demonstrated comprehension of Company operations
Handle all Company/customer contacts with diplomacy and tact
Resolve customer emergencies involving gas and electric
Accurately diagnose and resolve basic customer inquiries/complaints
Perform in a customer service oriented business
Effectively react to operations involving various degrees of complexity
Achieve Section’s performance standards
Respond to the demands of emergency utility operations;
Produce legible, clear, concise, and grammatically correct sentences
Perform simple mathematical calculations
Display good communication skills
Successful completion of the PreVisor Selection Test
Must pass the U.S. Department of Transportation required chemical test
Possess good PC skills
Successful completion of background check/screening


Prove-It testing required for submittal:

Call Center Listening Skills – minimum 78%
Telephone Etiquette – 78%
Frustrated Caller – 67% (Break down score of the Call Center Scenarios Test)
Computer Literacy Basic – 82%
Typing – General – 3 minutes Onscreen - >20


Education/Experience:

Minimum high school graduate or GED
Minimum two years of work experience in customer service oriented functions or equivalent combination of formal education/training and experience.


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Reference number US_EN_2_022862_399303