Customer Service Representative - Utility/Energy

***** Junior Analyst Terms of Employment• W2 Contract, 12 Months (Possible extension based on performance)• ***** Hybrid Schedule at Philadelphia, PA (3-4 days onsite Tue,Wed & Thur)• Initially 100% onsite at for the first 3-6 weeks • Work ***** 40 hrs/wk (M-F 8am-5pm)OverviewAs a Business Analyst, you will support Exelon CC&B migration project and customer support. The team size is around 10-15 members.Responsibilities:• Assisting in gathering and documenting business requirements from stakeholders.• Analyzing and documenting current business processes and workflows.• Assisting in the development of functional and technical specifications.• Participating in meetings and workshops to gather requirements and provide updates on project progress.• Assisting in the identification and documentation of project risks and issues.• Supporting the development and testing of new systems or enhancements.• Assisting in the preparation of training materials and user documentation.• Providing support to users during system implementation and post-implementationRequired Skills & Experience• Bachelor's Degree (2-3 years experience if no degree)• 2-3 years experience in Utility Customer Service.• Experience with customer calls, answering and resolving inquiries.• Microsoft office experience• Experience in Reconciliations/resolutions and data billing • Experience in Writing Reports and Regulatory Compliance and Customer Service (outbound) experience.• Experience handling inquiries from the general public in responding to irate customers, and resolving difficult, challenging and/or sensitive issues with diplomacy, empathy, good judgment, patience, and professionalism• Capacity to manage multiple accounts under pressure in a time sensitive fast paced environment. Individually must be organized and detail oriented.• Demonstrated ability to effectively understand customer issues, offer solutions to problems, and communicate with the general public, supervision, and employees via the telephone• Possesses the requisite mathematical and analytical skills required to compute and interpret customer data billing inquiries (e.g., addition, subtraction, multiplication, division, percentages, averages and rates)• Possess effective communication, reconciliation, customer disputes and customer resolutions.• Be detail-oriented and able to work effectively in a team environment

Created: 2025-05-31