BGE HOME - Workload Planner (Dispatcher)

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Location: BALTIMORE, MD, United States
Organization: BGE Home Products & Svcs, LLC
Job ID: 231652
Date Posted: Jun 17, 2021

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Job Description

Description

Job Summary:

Responsible for managing workload for service personnel during extended office hours and rotating weekends.  Work in close coordination with Service Managers & Service Team Leaders to ensure achievement of key performance metrics.  Work in close coordination with fellow WLP team members and Customer Care Center to ensure that we are delivering the targeted customer service & satisfaction levels.  

 

Primary Duties and Responsibilities (Essential Job Function):

Responsibilities include receiving incoming calls concerning technicians’ availability and status,

processing service orders and scheduling return calls.

Manages workload for Plumbing, Electrical, HVAC, and Appliance Service technicians.

Routes any unassigned work effectively and as efficiently as possible.

Manages the work throughout the shift to maximize productivity and minimize costs.

Proactively communicate any problems or concerns with Supervisors and Service Managers.   Handles appeals and recommends suitable options to satisfy customer needs.

 

Knowledge and Skills/Abilities:

  • Knowledge of Ventyx, CRM and other software required for company communication.
  • Comprehensive knowledge of all BGE Home business lines.
  • Comprehensive knowledge of BGE Home practices and procedures.
  • Comprehensive knowledge of BGE Home’s service territories.
  • Comprehensive understanding of BGE Home’s Vision & Values.
  • Ability to communicate (both oral and written) effectively. Must possess the ability to communicate clearly and concisely to both external and internal customers that possess varied personalities and temperaments.
  • Ability to develop and maintain a high level of interaction between Field Service personnel, the Customer Care Center & customers.
  • Able work independently and multi-task.
  • Strong analytical, problem solving, organizational and leadership skills are preferred.
  • Must be a team player and promote team unity. 

 

Education/Experience:

Over two years experience (e.g. customer contact experience) in a clerical position and residential HVAC, Appliance, Plumbing or Electrical dispatch.  Or, equivalent combination of formal education/training and experience.

Qualifications

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor

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