NRG Careers

CARE & RETENTION COACH

Date Posted: Oct 7, 2019

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.

 

Job Summary:  

The Customer Care Team Coach is responsible for the development and performance of customer care agents to meet the standards set forth by the company and our customers.  The ideal candidate will have a comprehensive understanding of Call Center Operations and interdependencies of other related network services (e.g. ACD call routing , Avaya monitoring, Verint).  This role requires the individual to provide leadership and support to the customer care agents to develop, motivate and inspire staff to maximize customer experience.  This position will work closely with operations contacts, such as training, leadership, and workforce management to achieve both sales and service objectives.

 

Essential Duties/Responsibilities:

  • Coach and develop a team of call center agents on daily, weekly and monthly performance.
  • Set both sales and performance goals for agents.
  • Monitor the progress and development of agents and create coaching plans to reach required performance levels utilizing the necessary coaching and step of discipline as needed up to and including termination.
  • Analyze both individual and team performance daily to manage overall sales and service levels.
  • Listen to inbound customer phone calls and observe SAP utilization to monitor agent efficiency, effectiveness, and quality.
  • Record agent and team statistics and prepare reports for Customer Care Ops Specialist and Managers.
  • Maintain up to date knowledge of industry developments.
  • Work well with both internal and external customers of Reliant.
  • Maintain employee records.
  • Support and back up Ops Specialist and Managers, as well as fellow coaches
  • Develop and deliver performance evaluations for NRG employees.
  • Interact with management and/or agencies regarding update on agent performance.
  • Understand how to facilitate supervision of contractors by partnering with agency representatives.
  • Act as subject matter expert.
  • Assist with the identification of training gaps and needs of team members.
  • Support inbound and outbound call activity.
  • Plan team activities and assigns tasks to personnel.
  • Resolve problems and interpersonal conflicts within the team.
  • Resolve problems with customers when leadership representation is required or requested.
  • Utilize resources to interact with internal/external customer account inquiries, issue orders, analyze accounts to resolve billing inquiries, negotiate options, and aid with obtaining products and services.
  • Handle customer escalated calls and adhere to Universal call handling responsibilities.

 

Core Competencies:

  • Demonstrates NRG Power Values.
  • Demonstrate use of personal judgment and initiative on a variety of customer and employee issues.
  • Demonstrates leadership skills and produces results through others while maintaining a high level of morale.
  • Possess excellent people skills; ability to deal effectively with all personality types.
  • Ability to prioritize and manage multiple tasks.
  • Ability to proficiently navigate throughout an integrated system.
  • Ability to maintain confidentiality.
  • Integrity
  • Coachable
  • Demonstrate a strong ability to teach and develop people.
  • Ability to relate well to all kinds of people at all levels inside and outside the organization; build constructive and effective relationships.
  • Team player and is cooperative; can represent his/her own interests and yet be open to other ideas; credible.
  • Dedicated to exceeding the expectations of customers; obtains feedback and uses it to design and deliver solutions for evolving expectations; approachable, fosters open dialogue in an informal non-threatening manner.
  • Challenges status quo in the face of resistance and offers clear, logical and viable alternatives.
  • Exhibits analytical and problem-solving skills.
  • Takes responsibility and is accountable for actions and decisions, regardless of outcome; learns from past experiences; exercises sound judgment; steadfastly leads others for results, very bottom-line oriented.
  • Capable of working independently; effective at managing multiple projects simultaneously; flexible and able to adapt quickly to new or changing situations.
  • Excellent interpersonal, written and spoken communication skills;
  • Creativity in improving customer service standards

 

Minimum Requirements:

  • High school diploma or GED equivalent 
  • Minimum of 1 year of experience supporting a call center
  • Intermediate level of skill in MS Office suite (Excel, PowerPoint, Word)
  • Strong organizational skills
  • Strong oral and written communication skills
  • Strong problem-solving ability and analytical skills

 

Preferred Qualifications:

  • Bachelor’s Degree
  • Experience as a call center mentor, subject matter expert (SME), virtual learning coordinator or coach
  • Detailed understanding of call center/customer service planning and operations.
  • Previous experience with Verint and/or Avaya
  • Previous experience creating reports and pivot tables in Excel
  • Previous experience with SAP/CCUX

 

 

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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
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: Houston