CSMR Representative - Escalated Issues (remote)

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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.