Customer Service Operations Specialist

2 months ago

Lewisville, Texas, United States NRG Full time

Job Summary:

NRG is seeking a highly skilled and experienced professional to join our Customer Care team as a Customer Service Operations Specialist. This role will be responsible for supporting the key initiatives of the Customer Service team and serving as a business and process consultant to internal customer groups.

Key Responsibilities:

  • Interact with internal and external stakeholders, including Operations, Technology, Marketing, and Regulatory counterparts, to ensure seamless communication and collaboration.
  • Support the Care and Retention organization's back-office processes, including corresponding with local utilities, reporting, and coordinating with regulatory teams to resolve customer issues.
  • Provide coaching and recommendations on ways to improve productivity and customer satisfaction, and lead business and department objectives.
  • Support Voice of the Customer process for XOOM line of business, including monthly reporting, and maintain relationships with internal departments and client base to improve business performance.
  • Conduct training to internal staff on company products and services, and evaluate reporting to effectively track progress against objectives.
  • Assist in the training of new and existing customer service personnel, and ensure the ongoing satisfaction of customers by providing feedback to Customer Service management.
  • Develop and implement initiatives to improve Customer Service, and provide call center functional and technical support.
  • Seek 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, and assist Customer Care associates in problem resolution.
  • Complete daily, weekly, and monthly reports as needed, and 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, and interface with multiple parties to resolve escalations and complaints.
  • Perform other duties as assigned.

Requirements:

  • Ability to handle multiple tasks with strong attention to details.
  • Ability to work independently and highly organized.
  • Strong management and leadership skills, and effective in handling customer escalations through a consistent calm, empathetic, and professional approach.
  • Strong results-orientation, and ability to think critically, creatively, and problem-solve.
  • Ability to provide effective and constructive coaching to better serve customers, and able to convey knowledge of products and strategies to team-members and stakeholders.
  • Excellent oral and written communication skills, and 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.

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