Customer Service Representative

1 day ago

Dallas, Texas, United States NRG Energy Full time

About NRG Energy

NRG Energy is a leading energy company that is committed to delivering innovative solutions to meet the evolving needs of its customers. As a Customer Care Engagement Specialist, you will play a critical role in supporting the company's customer service team in achieving best-in-class customer service and policy adherence.

Key Responsibilities

  • Stakeholder Engagement: Interact with internal and external stakeholders, including Operations, Technology, Marketing, and Regulatory counterparts, to ensure seamless communication and collaboration.
  • Back-Office Support: 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.
  • Productivity and Satisfaction: Provide coaching and recommendations on ways to improve productivity and customer satisfaction, and lead business and department objectives to drive growth and success.
  • Customer Insights: Support the Voice of the Customer process for XOOMline of business, including monthly reporting, and maintain relationships with internal departments and clients to improve business performance.
  • Training and Development: Conduct training to internal staff on company products and services, and assist in the training of new and existing customer service personnel.
  • Reporting and Analysis: Evaluate reporting to effectively track progress against objectives, and assist in the mentoring of new team members across multiple sites.
  • Customer Satisfaction: Ensure the ongoing satisfaction of customers by providing feedback to Customer Service management to help shape future processes and support strategies.
  • Initiatives and Projects: Develop and implement initiatives to improve Customer Service, and provide call center functional and/or technical support.
  • Escalation and Resolution: Field customer calls in a supervisory role, as needed, including escalated customer issues, and interface with multiple parties to resolve escalations and complaints.

Requirements

  • Attention to Detail: Ability to handle multiple tasks with strong attention to details.
  • Independence: Ability to work independently and make decisions with minimal supervision.
  • Organization: Highly organized and able to prioritize tasks effectively.
  • Leadership: Strong management and leadership skills, with the ability to provide effective and constructive coaching to better serve customers.
  • Communication: Excellent oral and written communication skills, with the ability to convey knowledge of products and strategies to team-members and stakeholders.
  • Technical Skills: Proficient in all Microsoft Office programs.

Education and Experience

  • Education: Associate's or Bachelor's degree preferred.
  • Experience: 3+ years in a customer service or sales role with cross-functional sales, marketing, and retention experience preferred.

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