Customer Service Representative

2 days ago

Frederick, Maryland, United States NRG Energy Full time
Job Summary:

The Customer Service Representative will play a crucial role in supporting the operational business needs of NRG Energy by effectively communicating with and addressing all customer needs and inquiries. This individual will partner with field employees and management to complete all applicable administrative duties.

Key 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, and processes refunds.
  • Manages all data entry, including emails, text messages, and other communicative tools, to efficiently route manpower and other resources throughout the day.
  • Makes outbound customer phone calls in limited situations, typically when following up on permits and inspections, as well as rescheduling services for customers.
  • Ensures good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively, and in accordance with 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 safety protocols.
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, including a minimum of 1-year experience with Microsoft Excel, Word, and Outlook.
  • Ability to communicate in English effectively, both verbally and in writing.
  • Valid driver's license required.
  • Ability to work overtime with little notice, with occasional weekend hours.
Preferred Qualifications:
  • Completed college coursework.
Working Conditions:

Open office environment, fast-paced environment.

Physical Requirements:
  • Ability to lift/move up to 20 pounds frequently.
  • Frequently performs tasks requiring bending at the waist, kneeling, or crouching.
  • Ability 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.
  • Ability 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.

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