Job Information
NRG Energy, Inc. CSMR Representative - Escalated Issues (remote) in Houston, Texas
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Summary :
Customer Support and Market Relations Representative is the primary point of contact for the investigation and resolution of complex residential and small commercial customers’ issues resulting from customers contacting the Call Center, BBB, PUCT, Executives or the Media. These inquiries are highly complex, cross-functional in origin, or require multiple skill sets to achieve resolution. The individuals employed in this position must be analytical, able to solve problems, detail-oriented, and effective in oral and written communication. Additionally, they are required to develop advanced knowledge of the CCS system, TDSP operations, Texas SET transactions, PUC substantive rules, and must be able to execute against a broad spectrum of system transactions to effectively resolve customer issues. This position has reporting, triaging, trending and other areas of responsibility.
Essential Duties/Responsibilities:
Diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer’s issues will be promptly resolved
Interface diplomatically with internal and external parties to correctly resolve and respond to an inquiry
Work and build relationships with Regulatory and Legal as well as third parties, such as after-hours support personnel and Transmission and Distribution Service Providers (TDSPs)
Understand and correctly apply business rules, utility tariffs, Public Utility Commission of Texas (PUCT) substantive rules, ERCOT rules and the Texas Set Transactions to resolve an issue
Lead or participate in PUCT investigations and special projects/assignments
Research issues received from various channels to mitigate complaints received via Call Center, TDSP Relations, Multi-Family, Builder, Credit, Remittance, Business Services, and CSG or escalated by PUC, BBB, Media, other Departments or Market
Perform research and root cause analysis on accounts to determine the origin of customer issues, system, and process errors
Undertake complex resolution paths that require various skills currently distributed in organizations such as Billing, Enrollment Transaction Management (ETM), and Credit
Fully resolve highly complex issues for Home customer
Requires analytical skills to review data, analyze information, diagnose a resolution and perform all system and/or market corrections
Analytical are required in the following fields: Texas Set market transactions, ERCOT, complex billing transactions, enrollment process analysis, customer contact records, and multiple back office segments
Fully resolve highly complex issues for Home customers, including collaborating with TDSPs for transactional discrepancies. Perform root cause analysis on escalated issues
Working and assigning out work to meet SLA’s, goals, and metrics
Meet or exceed deadlines
Have a positive attitude towards work, challenges, and improvements
Live and demonstrate our Power Values
Other duties as assigned
Education :
- High school diploma or equivalent math and English skills required. Bachelor’s degree preferred
Experience :
2 to 3 years’ experience working directly with customers in a problem solving, issues resolution or other experience in resolving customer issues required
Experience with SAP/CCS in development or execution is strongly preferred
Experience in performing advanced research and diagnosis of customer issues is strongly preferred
Additional Knowledge, Skills and Abilities:
Proficient problem-solving skills and ability to use good judgment to make decisions
Strong written and oral communication
Possess exceptional people skills enabling effective interaction with internal, external customers, peers, and management
Must have knowledge regarding how to perform advanced research and diagnosis on customer issues
Strong analytical skills and desire to research problems to seek resolution
Exhibits an advanced level of understanding deregulation and systems, while utilizing internal and external processes for effective customer issue resolution
Listening skills
Strong math skills
Exceptional customer service abilities to handle difficult customers
Proficiency in Microsoft Office suite
Work effectively in a team or individual environment
Strong time management and organizational skills needed
Must be able to multi-task
Self-Motivated and curious
Detail-oriented
Working Conditions
Overtime may be requested to accommodate workload
Normal work schedule between 8am – 6pm
Reliable home internet required. Most of the work performed on a personal computer in a seated position
Remote position with occasional in office workdays. Remote work is subject to change
Reliable home internet required
Work outside of standard business hours may be required
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.
NRG Energy, Inc.
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