NRG Careers

SENIOR CUSTOMER CARE REP - ACCOUNT MANAGEMENT

Date Posted: Jun 13, 2019

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.

Job Summary:

The Senior Customer Care Rep - Account Management role is responsible for developing and maintaining client relationships and identifying additional business opportunities for customers across North America. This position reports directly to the Customer Care Manager.

 

Essential Duties/Responsibilities:

  • Serving as the single point of contact for accounts
  • Establishing, building, and maintaining relationships with all existing and new customers upon assignment
  • Reviewing and preparing customers for their program participation, each season
  • Maintaining proper communication with customers regarding business hours, shifts, event contacts, any changes in machinery or processes, and ensuring there are no issues or concerns with their enrollment in the CS program
  • Maintaining a proactive approach to daily outreach and questions: addressing payment questions and disputes; contact information changes; billing requests, etc.
  • Understanding customers’ needs and expectations
  • Renewing customers when contracts expire
  • Fully understanding all systems, markets, and products
  • Identifying additional opportunities to expand customers’ business with NRG CS and NRG
  • Being available for employee shadowing

 

Working Conditions:

  • Open office environment
  • Some overtime required as special projects arise

 

Minimum Requirements:

  • Bachelor’s degree or equivalent combination of education and/or experience
  • Previous account management or portfolio management experience
  • Must be willing to travel overnight up to 15%

 

Preferred Qualification:

  • Bachelor’s degree
  • Five plus years of experience in a customer account or portfolio management experience
  • Previous Energy Experience

 

Additional Knowledge Skills and Abilities:

  • Be a self-starter and possess the ability to work individually with limited oversight
  • Be able to manage customers and handle questions and disputes in a professional manner
  • Be self-motivated, organized and task-oriented to finish tasks on, or before, scheduled deadlines
  • Be able to understand and verbally discuss program-related information with customers
  • Have strong time-management skills, attention to detail, and the ability to handle multiple assignments simultaneously
  • Maintain a proactive approach with customers, as well as colleagues
  • Understand customer needs and expectations
  • Have excellent and professional written and verbal communication skills
  • Be able to work well under pressure, remaining focused, calm, and professional in a fast-paced environment
  • Demonstrate the ability to operate effectively in a team environment
  • Be comfortable and willing to make 100+ phones calls per week
  • Be able to adhere to department minimum requirements
  • Will be required to perform additional duties as requested, directed, or assigned.

 

Physical Requirements:

  • N/A

 

 

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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
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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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