Exelon Corporation Account Investigations Representative B- Temp in Washington, District Of Columbia

Account Investigations Representative B- Temp

Req #:17344City:Washington, DC

Position Type:Bargaining UnitState:District of Columbia

Relocation Provided:NoLocation:Edison Place (DC)

Position Description

Correct all installation inaccuracies which are detected and correct the Company’s billing records by processing both manual and on-line transactions against the CRM-B Billing System.

Communicates both verbally and in writing with all classes of customers, including but not limited to demand, non-demand and time-of-use customers, outside agencies and other areas within the Company in order to investigate and respond to customer bill complaints or internal inquiries concerning billing or metering irregularities, rate applications and billing components.

Issues corrections to Company billing records and performs adjustments to customer accounts by processing both manual and on-line transactions against the CRM-B Billing System.

Prepares written documentation of the actions taken in any investigation, and on request provide special reports and investigation results to management and other areas.

Investigates unauthorized use of electricity (Idle Consumption) accounts in an effort to obtain a responsible party for billing.

Performs all functions relating to the proper handling of accounts in a timely, accurate and professional manner.

Investigate the diversion of electricity; gather documentation and review customer records.

Assist with the recovery of revenue from diversion of service; determine period of back bill and assist in the development of lost revenue amount.

Provide information to other areas in gathering information for case preparation which can lead to prosecuting for theft of service.

Position Requirements


Experience demonstrating skill analyzing and interpreting customer accounts, making appropriate adjustments and explaining billing policies and procedures to resolve complex billing and/or transaction complaints.

Experience demonstrating skill providing effective customer service sufficient to deal with difficult and irate internal and/or external customers.

Experience demonstrating skill using Pepco Holdings Customer Relation Management and Billing (CRM&B) system or Customer Information System (CIS)

Knowledge of rate structures, proper application of rates schedules, meter reading and credit and billing procedures to resolve customer billing complaints and inquiries.

Experience demonstrating skill creating written material (for example, letters, memos, etc) that is clear, grammatically correct and addresses the appropriate issues.

Experience demonstrating skill using mathematical skills to compute customer-billing inquiries (specifically, addition, subtraction, multiplication, division, percentages, averages and rates).

Experience demonstrating skill using PC-based word processing, spreadsheet and e-mail software.

Ability and willingness to sit for extended periods of time.

Ability and willingness to travel to and work at various Pepco Holdings locations.

Ability and willingness to work extended shifts, weekends and 24-hour emergency call-out with little or no prior notice.

Ability and willingness to wear safety glasses as required by Company regulations.

Must successfully pass the Criminal History Records Check.

Must successfully pass qualification test.

Must possess a valid driver's license.


Ability to read and communicate, orally and in writing, in Spanish.

Pepco Holdings, an Exelon Company, is an equal opportunity employer with a commitment to diversity and does not discriminate against applicants on the basis of characteristics protected by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation,

gender identity, disability, protected Veteran status, or any other

characteristic protected by law.

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