NRG Careers

CSMR REPRESENTATIVE

Date Posted: Mar 15, 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.

Summary:

The CSG Customer Support and Market Relations (CSMR) Representative is the primary point of contact for the investigation and resolution of residential and small commercial customer issues across all NRG ERCOT brands.  These highly complex issues require multiple cross-functional skill sets and effective oral/written communication skills to achieve resolution. The individuals employed in this role must demonstrate strong analytical problem solving abilities, must have exhibited a superior level of issue resolution capability, adopt and apply new methods of resolution, possess strong customer communication skills and be able to independently resolve issues. Additionally, they are required to develop advanced knowledge of the SAP CCS system, TDSP operations, Texas SET transactions, PUC substantive rules, and must be able to utilize knowledge for effective resolution of customer issues.    

 

Essential Duties/Responsibilities:

  • Research and resolve issues received from various channels (Call Center, Correspondence, Fax, Email)
  • Perform extensive research and root cause analysis on accounts to determine the origin of customer and system issues and/or process gaps
  • Analyze and update databases to identify the origin, root cause, and error classification
  • Propose and implement solutions based on research and root cause analysis to prevent future issues and errors from occurring
  • Understand and correctly apply business rules, utility tariffs, Public Utility Commission of Texas (PUCT) substantive rules, ERCOT rules and the Texas Set Transactions to resolve an issue
  • Initiate and execute transaction-based EDI (Texas Set) requests with ERCOT and TDSP's which requires knowledge of transactions related to move-ins, move outs, switches, drops, cancels,  and TDSP turndowns, allowing the set up and completion of a new or pending customer accounts within the deregulated market
  • Interface diplomatically and build strong relationships with internal and external parties to resolve issues, respond to inquiries and correct all transaction related discrepancies
  • Diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer’s issues will be resolved quickly and accurately
  • Provide support for special assignments as required

 

Education:

  • High school diploma. Bachelor’s degree from an accredited four-year college or university is preferred.

 

Experience:

  • 2 to 3 years experience working directly with customers in a problem solving, issue resolution capacity or other experience in resolving customer issues required

 

Additional Knowledge, Skills and Abilities:

  • Excellent problem-solving skills and ability to use good judgment to make decisions
  • Possess exceptional people skills enabling effective interaction with internal, external customers, peers, and management
  • Strong analytical skills and desire to research problems to seek resolution
  • Team player and is cooperative; can represent his/her own interests and yet be open to other ideas
  • Dedicated to exceeding the expectations of customers; obtains feedback and uses it to design and deliver solutions for evolving expectations; approachable, fosters open dialogue
  • Exhibits an advanced level of understanding of the deregulated market and systems, while utilizing internal and external processes for effective customer issue resolution
  • Exceptional listening, verbal and written communication skills
  • Exceptional customer service abilities to handle difficult customers
  • Proficiency in Microsoft Office suite
  • Strong time management and organizational skills needed
  • Must be detail-oriented and able to multi-task
  • Willingness and ability to learn

 

Working Conditions

  • Professional office environment with the majority of work performed on a personal computer in a seated position
  • Overtime may be required to accommodate workload
  • Normal work schedule Monday to Friday between 7am – 7pm

    


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

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