Account Representative

Duration: 12 Months

E2 Account Representative Position Proposal

The purpose of this position within LCS is to provide customer facing support for the Property Management On-Line System (PMOS) and back-office support for LCS managed customers’ day to day operational activities such as with planned outages to reduce Sr. Account Rep administrative activities and support Sr. Investigators workload so to meet service level metrics.

Exploring Feasibility:

• LCS SBA will be the primary POC for IT issues and resolution

• BCST will provide PMOS partnership

• Manila team will continue to provide support

Responsibilities

• Account Representative will be responsible for PMOS customer inquiry escalations, internal and external training (customer facing). Will conduct on-site training as necessary and work with marketing and eChannel’s team for customer outreach communications/materials.

• Primary POC for all Customer Planned Primary and Secondary Outages – Customer planned outage request. Administration, processing, coordination, and documentation/recordation controls and management (with DSO, customer & SAR’s). Backup support will revert to SAR’s

• Transmission Outages – Will collaborate directly to coordinate and communicate transmission requested outages. Backup support will revert to SAR’s

• Primary POC for BGE.com registration and profile inquiries

• Primary LCS POC and Business Energy Manager (BEM) Tool managed customer service representative. Provide training and support for managed customer inquires

• Provide support for managed customer New Business project inquiries

• Provide back-up support of Automatic Change Name Program 

• Provide back-up Customer Relationship Management system

REQUIRED:

-              MS Office Suite

-              Administrative Work

-              Technical aptitude outside MS Office Suite (ie. Billing systems, CRM, etc.)

-              Strong customer service skills

2 years minimum w/ Bachelor’s degree & 6 years minimum w/ High School degree or equivalent Bachelor’s or equivalent preferred (but high school diploma or equivalent will be reviewed)