NRG Careers

CUSTOMER CARE REPRESENTATIVE - SS

Date Posted: Sep 17, 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 Representative (CCR) - SS position is the primary point of contact for residential and/or small commercial customers who contact the Customer Care Center by phone, fax, chat, email, and mail.  The CCR is responsible for interacting with customers and responding to their complaints, inquiries, and requests in a professional and courteous manner, as well as providing additional cross sale solutions when applicable.

 

Essential Duties/Responsibilities:

  • Do all possible to retain the customer by providing an excellent low-effort experience and being an active guide for the customer.
  • Participate in the sales of products and services.  Actively promote the company and the value of its products and services.
  • Interact with customers, issue orders, and analyze accounts to resolve billing inquiries, negotiate payment options/deposits and provide customers with assistance in obtaining various company products and services.
  • Interface with a wide variety of people both internally and externally in a diplomatic manner.
  • Effectively utilize resources, i.e. computer systems, software programs, and phone equipment.
  • Consistently apply knowledge required to perform technical and procedural aspects of the position.
  • Bilingual, Spanish/English speaking ability, required for the bilingual position.
  • Diffuse customer escalations (customer save skills).
  • Conduct outbound calls as required.
  • Flexible and willingness to assist with special projects – i.e. Virtual Learning Coordinator (VLC), Mentor/SME, or any other role identified to assist in exceeding goals and objectives of the organization.

 

Minimum Requirements:

  • High school diploma or GED equivalent
  • Minimum of 6 months of customer service or sales experience in a call center environment
  • Previous Residential Customer Service experience

 

Preferred Qualifications:

  • Previous Energy experience

 

Additional Knowledge, Skills and Abilities:

  • Demonstrated ability of strong customer service skills; up-selling/cross-selling products; maintaining a calm, patient tone in face of customer objections and questions
  • Basic sales skills including the ability to quickly determine a customer’s need; select the appropriate product to meet those needs; explain how the benefits meet the customer’s need; handle questions and objections; and the ability to close the sale
  • Excellent problem-solving skills and the ability to use good judgment to make decisions
  • Proficient in verbal and written communication skills including excellent listening skills and warm/friendly tone.
  • PC Skills – Basic PC skills required.  Must be able to type and talk simultaneously.  Basic understanding of Microsoft Office software required.
  • Basic math skills and analytical ability necessary to respond to billing inquiries.
  • Desire

     

Physical Requirements:

  • Ability to work on a computer and utilize telephone systems as required.

 

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 the workload.
  • Hours of operation can range from 7:00 am to 9:00 pm Monday-Friday (Subject to change with prior notification).

 

 


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