Customer Service Representative Lead

4 months ago

Mt Juliet, United States NRG Energy Full time

Welcome to the intersection of energy and home services. At NRG, we're driven by our passion to create a smarter, cleaner and more connected future.

At Airtron, an NRG owned company, we're more than just a heating and air conditioning installer and service provider. We're a family of hard-working and dedicated technicians, residential installers, warehouse workers, dispatchers, customer service representatives, project managers, estimators, controllers, executives and more. We invite you to join us and experience the rewards of bringing a smile to our customers' faces every day.

Job Summary:

The Customer Service Representative will support the operational business needs by communicating with and addressing all customer needs and inquiries as well as partnering with field employees and management and completing all applicable administrative duties.

Essential Duties/Responsibilities*:

  • Answers phones, schedules customers and assists customers with any/all inquiries.
  • Provides customer services relating to sales, sales promotions, installations and communications.
  • Takes incoming and makes outbound calls, processes credit cards, offers service plans, schedules appointments, processes refunds.
  • Manages all data entry including but not limited to utilization of emails, text messages and other communicative tools to help efficiently route manpower and other resources throughout the days.
  • Makes outbound customer phone calls in limited situations typically when following up on permits and inspections as well as rescheduling services for customers.
  • Ensures that good customer relations are maintained, and that customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws.
  • Follows location initiatives and proactively informs and educates customers.
  • Makes recommendations and in some cases develops improvement plans in response to customer surveys.
  • Follows all company policies and procedures, including but not limited to safety.
  • Other duties as assigned.

* Duties may vary by location.

Minimum Requirements:

  • High School Diploma or GED.
  • 2-4 years of experience working in an office setting with a minimum of 20% of daily duties assisting customers over the phone.
  • General computer competency is required, including a minimum of 1-year experience Microsoft Excel, Word, and Outlook.
  • Must be able to communicate in English effectively, both verbally and in writing.
  • Valid driver's license required.
  • Ability to work overtime with little notice; weekends hours may occasionally be required.

Preferred Qualifications:

  • Completed college course work.

Additional Knowledge, Skills and Abilities:

  • Customer service mindset.
  • Ability to work independently and as part of a team.
  • Excellent written and verbal communication skills.
  • Able to work in a fast-paced environment.
  • Strong organizational skills, attention to detail and the ability to multi-task.
  • Willingness to learn and be a part of a team.
  • Positive attitude and a team player.
  • Related work experience may be substituted for education
  • Ability to build positive relationships with customers, both internal and external.
  • Willingness and ability to work collaboratively with all levels of the organization.
  • Safety mindset and acceptance of a safety culture.

Working Conditions:

  • Open office environment.
  • Fast-paced environment.

Physical Requirements:

  • Must be able to lift/move up to 20 pounds frequently.
  • Frequently performs tasks requiring bending at the waist, kneeling or crouching.
  • Must be able to adhere to long periods of standing, walking or sitting.
  • Ability to hear, understand and distinguish speech and/or other sounds to operate phones or other office equipment safely.
  • With natural or corrected vision, able to see and focus for close, distance, peripheral vision with normal depth perception.
  • Ability to express or exchange ideas by means of the spoken word to impart oral information to others.
  • Ability to enter text or data into a computer by means of a traditional keyboard or 10-key numeric keypad.
  • Must be able to use arms and hands to reach overhead, signal, grab, hold, lift, turn, push and pull objects and tools.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.

PDN-9ced1358-3b21-4063-86ed-1f53cc397b65

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