NRG Careers


Date Posted: Nov 22, 2020

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 Connect with NRG Energy on Facebook and follow us on Twitter @nrgenergy.



The Escalated Issues Customer Support and Market Relations (CSMR) Representative, is the primary point of contact for the investigation, resolution of and written response for complex residential and small commercial customer issues across all NRG ERCOT brands.


As the last line of the resolution, the CSMR EI Representative is responsible for the complete, accurate and timely resolution of escalated customer issues. They are responsible for prioritizing customer inquiries received through multiple channels including, but not limited too, Call Center, the PUCT, Media, Legislature, Better Business Bureau and Company Executives.  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, PUCT 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
  • Perform extensive research and root cause analysis on accounts to determine the origin of customer and system issues and/or process gaps
  • Propose and implement solutions based on research and root cause analysis to prevent future complaints, 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
  • Compose official written responses for external and internal dissemination, which succinctly and accurately explains the escalation and resolution, as well as any enhancements
  • 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


Minimum Requirements:


  • High school diploma
  • Minimum of 2 years of experience working directly with customers in a problem solving, issue resolution capacity
  • Must have previous ERCOT and PUCT experience
  • Must have previous NRG SAP experience
  • Must be willing to work an 8-hour shift within the hours of 8 am and 6 pm, Monday - Friday


Preferred Qualifications:

  • Bachelor’s degree


Additional Knowledge, Skills and Abilities:

  • Excellent problem-solving skills and the ability to use good judgment to make decisions
  • Possess exceptional people skills enabling effective interaction with internal, external customers, peers, and management
  • Excellent interpersonal, listening, oral and written, communication skills
  • 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
  • Challenges status quo in the face of resistance and offers clear, logical and viable alternatives.
  • Exhibits an advanced level of understanding of the deregulated market and systems, while utilizing internal and external processes for effective customer issue resolution
  • Must be a creative thinker; be able to come up with new ideas to improve customer service standards
  • Willingness and ability to learn
  • Demonstrated 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


Working Conditions:


  • Professional office environment and/or remote with the majority of work performed on a personal computer in a seated position.
  • Overtime may be required to accommodate workload
  • Normal work schedule, M-F, hours between 8:00 AM and 6:00 PM


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

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