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CSMR Representative

Date: Nov 4, 2017

Location: Houston, TX, US

Company: nrg

NRG is leading a customer-driven change in the U.S. energy industry by delivering cleaner and smarter energy choices, while building on the strength of the nation’s largest and most diverse competitive power portfolio. A Fortune 200 company, we create value through reliable and efficient conventional generation while driving innovation in solar and renewable power, electric vehicle ecosystems, carbon capture technology and customer-centric energy solutions. Our retail electricity providers serve almost 3 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 Customer Support and Market Relations Representative is the primary point of contact for the investigation and resolution of residential and small commercial customers’ issues.  These inquiries are complex, may be cross-functional in origin, or require multiple skill sets to achieve resolution. The individuals employed in this position must be analytical, able to solve problems, detail-oriented, and exceptional in oral and written communication.  Additionally, they are required to develop advanced knowledge of the CCS system, TDSP operations, Texas SET transactions, PUC substantive rules, and must be able to execute against a broad spectrum of system transactions to effectively resolve 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 issues, system and process errors
  • Analyze and update databases to identify the origin, root cause, and error classification
  • Undertake complex resolution paths that require various skills currently distributed in internal departments
  • 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, inadvertent switches, and TDSP turndowns allowing the set up and completion of a new or pending customer accounts within the deregulated market
  • Communicate and coordinate with various escalation teams in order to correct all transaction related discrepancies
  • Diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer’s issues will be promptly resolved
  • Advanced knowledge in the application of resources, i.e. computer systems, software programs          and phone equipment
  • Provide support for special assignments as required

 

Education:

  • High school diploma or equivalent math and English skills required. Bachelor’s degree preferred. 

 

Experience:

  • 2 to 3 years experience working directly with customers in a problem solving or issues resolution role is strongly preferred
  • Experience with SAP/CCS in development or execution is strongly preferred

 

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
  • Must have knowledge regarding how to perform advanced research and diagnosis on customer issues
  • Strong analytical skills
  • Exhibits an advanced level of understanding deregulation and systems, while utilizing internal and external processes for effective customer issue resolution
  • Exceptional verbal and written communication skills
  • Excellent listening skills
  • Exceptional customer service abilities to handle difficult customers
  • Proficiency in Microsoft Office suite
  • Work effectively in a team environment
  • Strong time management and organizational skills needed
  • Must be detail-oriented and able to multi-task

 

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 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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