NRG Careers

Customer Care Supervisor

Date Posted: Mar 17, 2020

Location: Buffalo, NY, US

Company: NRG

Job Description

NRG is the leading integrated power company in the U.S., built on the strength of our diverse competitive electric generation portfolio and leading retail electricity platform. A Fortune 500 company, NRG creates value through best-in-class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses. Working with electricity customers large and small, we implement sustainable solutions for producing and managing energy, developing smarter energy choices and delivering exceptional service as our retail electricity providers serve almost three 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.

 

Position Summary:

 

Supervises and is responsible for the productivity and delivery of deadlines for a team of representatives in a fast paced, call center environment.  Responsible for addressing customer needs (both internal and external), establish best practices and procedures for all processes within the Department.  Also responsible for coaching and developing team members to achieve performance goals and fostering customer loyalty and satisfaction through a collaborative effort by working with individual team, peers and management.

 

Principal Responsibilities:

 

Oversee and manage the Customer Care Department. This includes both Senior and Junior staff. This department is responsible for and caring for and retaining all existing customers. Day-to-day supervision of staff includes:

Hold staff accountable for performance

Directing staff to meet the overall goals and deadlines

Monitoring and reporting of analytics

Creating a positive customer experience across Department and creating customer value through distinguishing service capabilities, product offerings, first contact resolution success, customer effort and staff member interactions with customers

Develop employee skills and knowledge that leads to high customer satisfaction

Identifies and drives process improvements to improve the overall customer experience

 

Job Knowledge, Skills, and Abilities

Excellent leadership, project management, and communication skills

Must demonstrate attention to detail, grasp of the big picture and be highly analytical

Proficient in Excel, Word, and Outlook

Responsible for oversight of projects related to Customer Care

Capable of developing, growing and mentoring a high-performance organization

Able to work effectively and build relationships with people at all levels. Must be able to motivate team members and be able to coordinate cross functional processes and others not under his/her direct supervision

Actively manage established performance and expectations

Assist with the identification of training gaps and needs of team members

 

Education and Experience

Bachelor’s Degree, preferably in Business, Marketing or Communications

Minimum of 8-years experience managing/working in a 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