Customer Care Engagement Specialist
2 months ago
As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You'll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success-take the lead in shaping your career development, goals and future
Position Summary:
NRG is seeking a talented and ambitious customer service professional to support our customer care team in achieving best in class customer service and policy adherence. The ideal candidate is an intelligent and energetic individual with the ability to function in an unstructured environment while contributing greatly to the growth of the overall business. The Customer Care Engagement Specialist will be responsible for supporting the key initiatives of the Customer Service team and will serve as a business and process consultant to internal customer groups. The Customer Care Engagement Specialist will be responsible for key back-office tasks for Customer Care while meeting prescribed Service Levels.
Key Responsibilities:
Interact with internal and external stakeholders including,but not limited to, Operations, Technology, Marketing, and Regulatory counterparts
Support the Care and Retention organization back office proceses including, but not limited to, corresponding with local utilities, reporting, supporting customer move-in and meter set processes, scheduling functionsm, operational tasks requiring customer outreach, onboarding and offboarding tasks (as needed), and coordination with regulatory team to resolve customer issues
Provide coaching and recommendations on ways to improve productivity and customer satisfaction
Provide leadership on the business and department objectives
Support Voice of the Customer process for XOOMline of business including monthly reporting
Maintain relationships with other internal departments as well as client base to improve business performance
Conduct training to internal staff on company products and services
Evaluate reporting to effectively track progress against objectives
Assist in the training of new and existing customer service personnel
Ensure the ongoing satisfaction of customers by providing feedback to Customer Service management to help shape future processes and support strategies
Develop and implement initiatives to improve Customer Service
Provide call center functional and or technical support
Seeks to improve overall Customer Satisfaction levels through identification of trends, root cause issues, and improvement opportunities.
Assist in the mentoring of new team members across multiple sites.
Assist Customer Care associates in problem resolution
Complete daily, weekly, and monthly reports as needed
Keep operations and workforce management informed in real time of service risks or issues
Complete various projects such as meeting presentations or customer service training reviews as defined by Leadership
Field customer calls in a supervisory role, as needed, including escalated customer issues
Interface with multiple parties to resolve escalations and complaints, including maintaining required tracking documentation
Perform other duties as assigned
Requirements:
Ability to handle multiple tasks with strong attention to details
Ability to work independently
Highly organized
Strong management and leadership skills
Effective in handling customer escalations through a consistent calm, empathetic and professional approach
Strong results-orientation
Ability to think critically, creatively, and problem-solve
Ability to provide effective and constructive coaching to better serve customers
Able to convey knowledge of products and strategies to team-members and stakeholders
Excellent oral and written communication skills
Proficient in all Microsoft Office programs
Education Level:
Associate's or Bachelor's degree preferred
Preferred Experience:
3+ years in a customer service or sales role with cross-functional sales, marketing, and retention experience preferred
Why NRG is a great place to work:
*Great company culture Voted as a BEST employer by Forbes
*A competitive total compensation package, including annual incentive and/or commission
*Stock Purchase Plan
*Benefits on the first day of employment -Medical, Dental, Vision, Life Insurance, and Short Term Disability, Wellness program, etc.
*Company-paid life insurance and disability insurance
*401 (k) plan to help save for retirement
*Generous PTO plan, plus 8 company holidays, and 3 floating holidays
*Numerous discounts, including electricity discounts on NRG brands
If you reside in or intend to work remotely from California, Colorado, New York or Washington State, you may contactCareers@nrg.comfor compensation information related to this position and other information as required by applicable law. Please include the job title in your request.
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.
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