Customer Care Engagement Specialist

3 months ago

Lewisville, United States NRG Full time

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 XOOM line 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 contact Careers@nrg.com for 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.

  • Customer Service Engagement Professional

    4 weeks ago

    Lewisville, Texas, United States NRG Full time

    Customer Care Engagement Specialist RoleWe are seeking a highly skilled Customer Service Engagement Professional to support our customer care team in delivering exceptional service and ensuring policy adherence at NRG. As a key member of our team, you will play a vital role in supporting our customer care operations and driving business growth.Key...

  • Client Engagement Specialist

    4 weeks ago

    Lewisville, Texas, United States Dan Miller - State Farm Agent Full time

    Job OverviewCompensation and Benefits:Performance-based bonusesAttractive salary packageFlexible working hoursPaid leave optionsPosition Summary:Dan Miller - State Farm Agent is on the lookout for a driven Producer who can identify opportunities and effectively convert leads into enduring client relationships. As a Client Engagement Specialist on the State...

  • Community Engagement and Operations Specialist

    4 weeks ago

    Lewisville, Texas, United States Venture X Castle Hills Full time

    Job OverviewAre you a proactive and people-oriented individual? At Venture X Castle Hills, our Community Engagement and Operations Specialist plays a crucial role in enhancing member satisfaction, driving sales performance, and ensuring operational excellence.POSITION SUMMARYThe Community Engagement and Operations Specialist is essential for delivering an...

  • Community Engagement Specialist

    3 months ago

    Lewisville, United States Responsive Education Solutions Full time

    Stakeholders making key decisions for our school community must hear our voice. We mustprepare our families and staff to become advocates for their school. The Community Engagement Specialist will work with the Texas Public Charter Schools Association to bolster the advocacy work at ResponsiveEd. This position will also engage in a community of practice with...

  • Community Engagement Specialist

    3 months ago

    Lewisville, United States Responsive Education Solutions Full time

    Stakeholders making key decisions for our school community must hear our voice. We mustprepare our families and staff to become advocates for their school. The Community Engagement Specialist will work with the Texas Public Charter Schools Association to bolster the advocacy work at ResponsiveEd. This position will also engage in a community of practice with...

  • Customer Experience Specialist

    4 weeks ago

    Lewisville, Texas, United States NRG Full time

    Customer Care Engagement Specialist RoleWe are seeking a highly skilled Customer Service Engagement Professional to support our customer care team in delivering exceptional service and ensuring policy adherence at NRG. As a key member of our team, you will play a vital role in supporting our customer care operations and driving business growth.Key...

  • Customer Service Specialist

    4 months ago

    Lewisville, United States Global Channel Management Full time

    About the job Customer Service Specialist Customer Service Specialist II needs 2 years experience Customer Service Specialist II requires: Customer service Jacksonville, FL /Lewisville, TX MS Office Customer care, support Customer Service Specialist II duties: Answers inbound customer service calls and provides entry-level troubleshooting and resolution to...

  • Customer Experience Specialist

    1 week ago

    Lewisville, Texas, United States Best Buy Full time

    {"Overview": "At Best Buy, we're committed to creating a work environment where every employee feels like they truly belong and contribute to our shared purpose. As a Customer Experience Specialist, you'll be the face of Best Buy for our customers, providing unique and personalized service to meet their immediate and future needs.", "Key Responsibilities":...

  • Customer Experience Specialist

    3 months ago

    Lewisville, United States Best Buy Full time

    **Customer Experience Specialist (Advisor) - Job Details** **Customer Experience Specialist (Advisor)** Share Job **Overview** Part Time Entry Level Store Associates You are in for some awesome perks (Part-time and Full-time benefits based on your role and tenure) * Backup childcare * Tuition assistance for yourself and dependents * Generous employee...

  • Swimming Pool Care Specialist

    4 weeks ago

    Lewisville, Texas, United States Superior Pool Service Full time

    Swimming Pool Care SpecialistWe are seeking a committed and personable swimming pool care specialist to deliver exceptional service to our clients. Our specialists are responsible for a variety of tasks including pool upkeep, sanitation, and chemical treatment for a wide range of customers. A key component of this position involves engaging with clients,...

  • Customer Engagement Lead

    3 weeks ago

    Lewisville, Texas, United States Heidelberg Materials US, Inc. Full time

    About the RoleWe are seeking a highly skilled Customer Engagement Lead to join our team at Heidelberg Materials US, Inc. in Irving, Texas. As a key member of our organization, you will play a critical role in driving customer value through our key digital initiatives and implementations.Key ResponsibilitiesCollaboration and Value Building:Act as the point...

  • Customer Care Associate

    1 month ago

    Lewisville, Texas, United States Global Channel Management Full time

    Position OverviewAs a Customer Service Specialist at Global Channel Management, you will play a vital role in delivering exceptional support to our clients. Qualifications:- Minimum of 2 years of experience in customer service.- Proficiency in MS Office applications.- Strong skills in customer care and support.Key Responsibilities:- Handle incoming customer...

  • Customer Support Specialist

    4 weeks ago

    Lewisville, Texas, United States Insta-Cash Pawn Full time

    Insta-Cash PawnInsta-Cash Pawn is actively looking for motivated individuals to fill the role of Customer Support Specialist. Experience in the pawn sector is not a prerequisite. If you enjoy engaging with a variety of customers and are eager to learn about assessing precious metals and handling electronic devices, this position could be an excellent fit for...

  • Customer Relations Specialist

    1 month ago

    Lewisville, Texas, United States Insta-Cash Pawn Full time

    Insta-Cash PawnInsta-Cash Pawn is on the lookout for motivated individuals to fill the role of Customer Relations Specialist. Experience in the pawnbroking sector is not a prerequisite. If you enjoy engaging with a variety of customers and are eager to learn about assessing precious metals and handling electronic devices, this position could be an excellent...

  • Customer Relations Specialist

    1 month ago

    Lewisville, Texas, United States Insta-Cash Pawn Full time

    Insta-Cash PawnInsta-Cash Pawn is on the lookout for motivated individuals to fill the role of Customer Relations Specialist. Experience in the pawn sector is not a prerequisite. If you enjoy engaging with a variety of customers and are eager to learn about evaluating precious metals and handling electronic devices, this position could be an excellent fit...

  • Banking Customer Service Specialist

    4 weeks ago

    Lewisville, United States Virtual Full time

    Vaco is hiring for a Customer Service Specialist II located in Lewisville, TX. Candidates must be local as this role is on-site. The ideal candidate comes with Banking/Financial Call center or member services The Customer Service Specialist is responsible for handling questions, comments, and complaints regarding the company's products or services. Under...

  • Customer Service Representative

    7 days ago

    Lewisville, Texas, United States NRG Full time

    Job SummaryWe are seeking a highly skilled and motivated Customer Care Engagement Specialist to join our team at NRG. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences and ensuring that our customers receive the highest level of service.Key ResponsibilitiesInteract with internal and external...

  • Banking Customer Service Specialist

    1 month ago

    Lewisville, United States Virtual Full time

    Vaco is hiring for a Customer Service Specialist II located in Lewisville, TX. Candidates must be local as this role is on-site. The ideal candidate comes with Banking/Financial Call center or member services The Customer Service Specialist is responsible for handling questions, comments, and complaints regarding the company's products or services. Under...

  • Customer Support Specialist

    1 month ago

    Lewisville, Texas, United States CornerStone Staffing Full time

    Job OverviewCornerStone Staffing is collaborating with a highly regarded Automotive Repair firm to fill immediate vacancies for enthusiastic and results-oriented Customer Support Specialists. If you have a passion for assisting others and thrive in a vibrant workplace, this role is ideal for you. Perks include potential bonuses, complimentary lunches on...

  • Customer Solutions Specialist

    1 month ago

    Lewisville, Texas, United States Sysco Full time

    Company: US0026 Sysco Oklahoma (Division of USA II)Zip Code:73069Minimum Level of Education:Bachelor's DegreeMinimum Years of Experience:3 YearsEmployment Type:Full TimeTravel Percentage: 0COMPENSATION INFORMATION:The pay range provided is not indicative of Sysco's actual pay range but is merely algorithmic and provided for generalized comparison. Factors...