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Customer Service Engagement Coordinator
2 months ago
At NRG Bluewater Wind, we empower our employees to take ownership of their career paths and professional growth. We encourage you to explore a variety of exciting opportunities within our organization. Our vibrant work environment offers diverse challenges that contribute to your development and the company's success.
Role Summary:
We are in search of a dedicated and proactive customer service expert to enhance our customer care team’s performance and ensure adherence to policies.
The ideal candidate will possess intelligence and energy, thriving in a dynamic environment while significantly contributing to the overall business growth.
The Customer Care Engagement Specialist will play a crucial role in supporting the primary objectives of the Customer Service team and act as a consultant for internal customer groups.
This position involves managing essential back-office functions for Customer Care while consistently meeting established Service Levels.
Key Responsibilities:
1. Collaborate with both internal and external stakeholders, including Operations, Technology, Marketing, and Regulatory teams.
2. Assist the Care and Retention organization with back-office operations, which include but are not limited to: communication with local utilities, reporting, facilitating customer move-in and meter set processes, scheduling tasks, operational duties requiring customer outreach, onboarding and offboarding processes (as necessary), and coordination with the regulatory team to address customer concerns.
3. Provide coaching and actionable recommendations to enhance productivity and customer satisfaction.
4. Lead initiatives aligned with business and departmental goals.
5. Support the Voice of the Customer initiative for the XOOM line of business, including monthly reporting.
6. Maintain effective relationships with other internal departments and clients to drive business performance.
7. Conduct training sessions for internal staff on company products and services.
8. Evaluate reporting mechanisms to effectively monitor progress against objectives.
9. Assist in training new and existing customer service personnel.
10. Ensure ongoing customer satisfaction by relaying feedback to Customer Service management to inform future processes and strategies.
11. Develop and implement strategies to enhance Customer Service.
12. Provide functional and technical support for call center operations.
13. Strive to elevate overall Customer Satisfaction levels by identifying trends, root causes, and opportunities for improvement.
14. Mentor new team members across various locations.
15. Aid Customer Care associates in resolving issues.
16. Complete necessary daily, weekly, and monthly reports.
17. Keep operations and workforce management updated in real-time regarding service risks or issues.
18. Undertake various projects such as preparing meeting presentations or reviewing customer service training as directed by Leadership.
19. Handle customer calls in a supervisory capacity as needed, including addressing escalated issues.
20. Interface with multiple parties to resolve escalations and complaints, ensuring proper documentation is maintained.
21. Perform additional duties as assigned.
Qualifications:
1. Ability to manage multiple tasks with a keen attention to detail.
2. Capacity to work independently and maintain high levels of organization.
3. Strong management and leadership capabilities.
4. Proficient in managing customer escalations with a calm, empathetic, and professional demeanor.
5. Results-oriented mindset.
6. Critical thinking, creativity, and problem-solving skills.
7. Ability to provide effective coaching to enhance customer service.
8. Excellent oral and written communication skills.
9. Proficient in Microsoft Office applications.
10. An Associate's or Bachelor's degree is preferred.
Preferred Experience:
1. A minimum of 3 years in a customer service or sales role, with experience in cross-functional sales, marketing, and retention preferred.
Why Join NRG Bluewater Wind:
1. Enjoy a positive company culture recognized as a top employer.
2. Competitive compensation package, including potential annual incentives.
3. Comprehensive benefits starting from day one, including Medical, Dental, Vision, Life Insurance, and Short-Term Disability.
4. Company-paid life and disability insurance.
5. 401(k) plan to assist in retirement savings.
6. Generous paid time off policy, including company holidays and floating holidays.
7. Access to various discounts, including energy discounts on NRG brands.
NRG Bluewater Wind is committed to maintaining a drug and alcohol-free workplace. Employees may be subject to periodic random drug testing, as well as post-accident and reasonable suspicion testing, as permitted by law and applicable agreements. 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.
