NRG Careers

ESCALATIONS AND REG COMPLAINTS ANALYST

Date Posted: Nov 16, 2019

Location: Philadelphia, PA, 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: 

 

NRG Northeast Retail is seeking an extremely talented and ambitious customer service professional to assist our customer service team in achieving best in class customer service and policy adherence. The Customer Service Regulatory Complaint Analyst will effectively process and resolve customer and regulatory complaints that are received via all communication channels into Customer Service. The ideal candidate is an intelligent and energetic individual with the ability to function in an unstructured environment while contributing greatly to the growth of the overall business. Ability to interact effectively with customers and diffuse escalated situations is a must.  The candidate will handle escalated customer service calls as well as all written and verbal communication with regulatory bodies for all 5 NRG Northeast Retail brands.

 

Key Responsibilities:

 

  • Interface with multiple parties to resolve escalations and complaints, including maintaining required tracking documentation.  Includes frequent follow-up directly to customers via the phone. 
  • Handle 10-20 escalated calls daily regarding disputed enrollment, marketing practices, and other customer concerns
  • Ensure the ongoing satisfaction of customers by providing feedback to Customer Care Manager to help shape complaint management and resolution strategies.
  • Resolve customer escalations as received via taking over calls from Customer Service Agents and Supervisors and escalated email and written communication from customers.
  • Field calls in an agent role as needed to maintain Service Level goals
  • Interact with utility companies, operations, and technology counterparts to resolve customer issues.
  • Understand key components of deregulated energy markets in multiple states to effectively explain details as needed to customers
  • Effectively communicate network marketing process to customer base when applicable
  • Interact with utility companies to resolve customer issues

 

Working Conditions:

 

  • Open office environment.
  • Some overtime required as special projects arise.

 

Minimum Requirements:

 

  • High School diploma or GED equivalent
  • Minimum of 5 years of call center experience
  • Previous experience handling escalated calls
  • Proficient in all Microsoft Office programs

 

Preferred Qualifications:

 

  • Bachelor’s Degree 
  • Previous team lead or supervisory experience

 

Additional Knowledge, Skills and Abilities:

 

  • Ability to multi-task, perform job function with minimal supervision and demonstrate resiliency and high productivity in a fast-paced environment.
  • Strong attention to detail
  • Effective in handling customer escalations through a consistent calm, empathetic and professional approach
  • Strong results-orientation
  • Ability to think creatively and problem-solve
  • Able to convey knowledge of products and strategies
  • Effective and professional oral and written communication skills

 

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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
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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: Philadelphia