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CUSTOMER CARE REPRESENTATIVE

Date: Sep 5, 2017

Location: Buffalo, NY, US

Company: nrg

NRG is leading a customer-driven change in the U.S. energy industry by delivering cleaner and smarter energy choices, while building on the strength of the nation’s largest and most diverse competitive power portfolio. A Fortune 200 company, we create value through reliable and efficient conventional generation while driving innovation in solar and renewable power, electric vehicle ecosystems, carbon capture technology and customer-centric energy solutions. Our retail electricity providers serve almost 3 million residential and commercial customers throughout the country. More information is available at www.nrg.com. Connect with NRG Energy on Facebook and follow us on Twitter @nrgenergy.

Job Summary

The Customer Care Representative will maintain client retention on accounts across North America (PJM, CA, NY, Ontario, New England and TX). The Customer Care Representative reports directly to the Customer Care Supervisor under the direct oversight of the Customer Care Manager.

 

Role and Responsibilities

  • Establish relationships with customer base
  • Contact all new customers after assignment, preparing them for the registration process
  • Verify contact information and addresses for all new customers; later follow-up regarding business hours, shifts, contacts, any changes in machinery or processes, and ensure there are no issues or concerns
  • Maintain a proactive approach to daily calls and questions: address payment questions and disputes; fuel reimbursement requests; contact information changes; billing requests, etc.
  • Assist with customer payment mailings and performance reports
  • Assist in renewing the customer when their contract expires

 

Job Knowledge, Skills, and Abilities

  • Professional written and verbal communication skills
  • Ability to communicate information clearly
  • Ability to handle questions and disputes in a professional manner
  • Ability to handle multiple tasks or assignments at the same time
  • Organized, task-oriented, and strong attention to detail
  • Ability to operate effectively in a team environment
  • Ability to work without supervision at times while carrying out duties
  • Proficient in MS Office; advanced Excel skills preferred
  • Must be willing to make 250+ outreach calls per week to customers

 

Minimum Qualifications

  • Associates degree or equivalent combination of education and experience.
  • Minimum of four years of experience in a customer relations role
  • Must have previous experience working in an outbound call center environment.


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/Protected Veteran Status/Disability
EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Human Resources


Nearest Major Market: Buffalo

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