CSMR Representative (remote)
Company: NRG Energy
Location: Houston
Posted on: January 28, 2023
Job Description:
As an NRG employee, we encourage you to think creatively and
proactively about your career choices. Our work environment is
dynamic and the career opportunities across our businesses offer
variety and challenge. Providing career growth to our own employees
is critical to our ongoing success--take charge of your career
goals and empower your future!
Summary:The 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, and PUC substantive rules, and
must be able to execute against a broad spectrum of system
transactions to effectively resolve customer issues.This position
has to report, triaging, trend, 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 the Home customer.
- Requires analytical skills to review data, analyze information,
diagnose a resolution and perform all system and/or market
corrections.
- Analytical is 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 SLAs, 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 of experience working directly with customers in
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, and 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 of 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 are
needed.
- Must be able to multitask.
- Self-Motivated and curious.
- Detail-oriented.Working Conditions
- Overtime may be requested to accommodate the workload.
- Normal work schedule between 8 am - 6 pm.
- Reliable home internet is 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 requiredWhy 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
brandsIf 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.
Keywords: NRG Energy, Houston , CSMR Representative (remote), Other , Houston, Texas
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