NRG Careers

SALES QUALITY & TRAINING REPRESENTATIVE

Date Posted: Jun 10, 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.

 

Summary

The Face to Face Sales Quality Assurance Field Representative role is our front line, boots on the ground eyes and ears into how the sales agents are representing NRG’s brand and performing in the field.  This role is responsible for ensuring that all customer interactions are compliant, legal, and result in positive customer experience while maximizing sales.  This requires the individual to spend 50% of his/her time in the field observing and monitoring our staffing partners’ sales agents in both Retail and Door to Door settings.

 

This role requires high attention to detail and organization. This role will be responsible for training our vendors on how to train their agents. This position will also be expected to coach agents when needed and interact with NRG retail brand customers over the phone.   Finally, this role is expected to use the technology tools and reports available to make strategic decisions about where and how to spend his/her field time during the week.

 

Position Responsibilities:

  • Audit Retail and D2D sales process for adherence to regulatory, messaging, dress, and documentation standards. Audits to be conducted on required documents, in the field sales presentations and customer follow up telephone calls
  • Sample and audit customer Sales Agreements for accuracy, completeness, and adherence to company and regulatory requirements
  • Document and report quality statistics
  • Work closely with the Quality Assurance Manager and Sales Managers to streamline processes and ensure consistent messaging to all customers that are in line with company mission and in compliance with all legal and regulatory stipulations
  • Perform site visits and assessments (some overnight travel may be required at times)
  • Assist with customer complaint response and additional QA efforts as determined/directed
  • Develop and maintain effective relationships with sales vendors, NRG Company management and sales support functions 
  • Ensure maximum effectiveness of the sales force by implementing and reinforcing training programs
  • Coordinate with outsource vendor personnel to ensure that new-hire, recurrent, and new process implementation training is delivered to all Sales Agents in a timely manner

 

 

Minimum Requirements

  • High School diploma or GED Equivalent
  • Minimum of two years of experience in the QA environment, outside sales, retention, and/or customer care activity and training

 

Preferred Qualifications

  • Bachelor’s degree in Business, Marketing or a related field of study
  • Retail Energy experience is a plus.

 

Additional Knowledge, Skills and Abilities

  • Strong proficiency in the use of Microsoft Office software products required. Experience with the Sales Force platform
  • Familiarity with standard concepts, practices, and procedures within a sales environment
  • Ability to work independently with little direction, set goals, multitask, and prioritize competing responsibilities


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: Philadelphia

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