NRG Careers

C&I Customer Account Representative I

Date Posted: Jun 13, 2018

Location: Houston, TX, 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.

Summary:
The C&I Account Representative is NRG’s primary contact for account management support services for the C&I customers after they sign a contract for service.  The C&I Account Representative is assigned to a portfolio of customers and establishes, builds and maintains a long term relationship with each customer by acting as a liaison between the customer and all internal teams, TDSP’s or EDC’s and other Market participants.  They work directly with these internal and external groups to escalate and resolve complex issues on behalf of the customer and then provide the customer with frequent updates about resolution.   The duties of the C&I Account Representative include: on-board new customers, promptly respond to emails and phone requests from customers, facilitate and/or actively participate in site visits or conference calls to assist customers with complex issues, evaluate customer requests and resolve them promptly or escalate to appropriate team for resolution, process all contract amendment requests, evaluate address change requests and process, maintain phone coverage on toll free lines per assigned schedule, provide afterhours/weekend/holiday coverage to C&I customers, analyze customer account data and prepare scheduled and ad hoc reports.

 

Essential Duties/Responsibilities:

  • Establish contact with new C&I customers via the On-boarding process to provide the customer with Representative’s direct contact information, verify tax exemption status, provide W-9 form, obtain customer contact information, verify site list billing address accuracy and provide overview of our customer service model.
  • Build and maintain an excellent customer relationship over the contract term and beyond:  provide prompt, professional level of response, frequent communication and develop a level of trust that the issues will be resolved and follow up provided
  • Build an exceptional professional relationship with the Sales team, internal teams and external contacts.
  • Listen to customer issues and resolve immediately or determine best route for escalation and take appropriate actions to resolve.
  • When requested, participate in site visits to customer’s office or field site to:  assist Sales Account Executives by preparing and delivering presentations that describe our customer service model for prospective customers and newly acquired customers, provide customers with in-depth analysis of account history and/or financial data or provide other support needed by customer as requested to build relationship.
  • Send and receive inbound/outbound calls and/or send email directly to/from customers to request/provide information or communicate issue status updates.  Organize, prioritize and respond promptly.  Store requests/response emails according to established business practice.
  • Process Large C&I customer contract amendment requests according to established departmental procedures including initial analysis of request, validation of data, customer contact for clarification as needed, follow up on status requests and communication of enrollments exceptions to assure they are processed timely.
  • Analyze customer accounts, spreadsheets and databases to resolve customer inquiries and gather information for customer reporting requests or review information provided by Research Assistants prior to distribution to customers or internal teams.
  • Validate data obtained from various sources to confirm report data and information meets customer needs and is accurate including but not limited to account history data, payment data, account usage data and address information.  Serve as the final stop in review of customer requests to assure complete resolution and customer satisfaction. 
  • Prepare and present customer presentations and ad hoc reports as requested
  • Record all customer contacts and requests in designated issue tracking and issue escalation data repositories with detailed descriptions and customer authorizations as needed.  Follow up with other internal teams and external sources if issues are not being resolved in a timely manner.
  • Notify the customer regarding all contract amendment exceptions, transaction failures, permit issues or inaccessible meter situations. 
  • Counsel the customer, third parties and internal teams on Market regulatory rules, tariff provisions, charges, permit issues, consumption energy charges and all other areas to simplify establishing new service, deleting service, invoice processing/delivery, historical account data analysis, interpret billing and payment processing/handling.
  • Assist customers in requests to determine best billing method/delivery choice to select (EDI, Summary, Collective, regular) and process requests.  Also work with AccountConnect (AC) team to provide customer with sign on and password to access AC site.
  • Handle all outage requests and escalate to TDSP/EDC on behalf of the customer.  Promptly provide customer with follow up information regarding status of outage.  Keep appropriate internal personnel aware of the outage and resolution.
  • Analyze potential Inadvertent Switch situations, coordinate with customer, Market and/or Reliant teams to confirm and resolve in the Market.
  • Participation in Special Projects as requested.

 

 

Education:

High School diploma, GED or equivalent.  Four-year degree from an accredited College or University in Accounting, Marketing or other Business related field preferred.  Commensurate level of relevant experience may waive the educational requirement. 

 

Experience:

1 to 4+ years experience working directly with customers in a problem solving, account management or sales capacity.  Experience in the utility and/or the deregulated energy industry is preferred.

 


Additional Knowledge, Skills and Abilities:

  • Proficient written and verbal communication skills required including excellent listening skills
  • Excellent problem solving skills and the ability to use good judgment to make independent decisions based on current business practices.
  • Demonstrated ability of superior customer service skills.
  • Excellent PC skills required with intermediate level Excel skills in order to independently create and analyze spreadsheets.  Advanced math skills and analytical ability necessary to respond to billing, payment application, Market based charge and enrollment transaction inquiries
  • Intermediate to advanced level knowledge of SAP, CCS, Siebel, IRW and BW software required.  Knowledge of customer relationship management systems helpful.
  • Courteous, patient, energetic and an enthusiastic personality with professional demeanor
  • Ability to multi task and work well under pressure, remaining focused and calm in the face of distractions and effectively adapts to new or changing situations.
  • Thorough knowledge of deregulated Market rules and internal NRG business processes required to support the C&I customer base

 

Physical Requirements:

  • Majority of work performed on a personal computer in a seated position
  • Ability to use phone handset  (headset optional)

 

Working Conditions

  • Normal office environment
  • Assigned breaks and lunch times in order to manage phone coverage
  • Overtime hours required as needed
  • Required to be on call 24/7 for after hours customer support on a rotating basis throughout the year. 

 

 


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

 

 

 

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Nearest Major Market: Houston