NRG Careers

CUSTOMER CARE REP II

Date Posted: Sep 6, 2019

Location: Princeton, NJ, 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 Retail East Operations is seeking a talented and ambitious Customer Service Rep II with the ability to work in a fast paced and quickly growing business that participates in electricity and natural gas markets. The Customer Service Rep works within the Operations team to primarily focus on the processing, quality assurance, and timeliness of outbound customer correspondence.  This position requires a highly motivated candidate with solid analytic, process management, quantitative, and some technical skills to aid in the development of overall customer satisfaction. 

 

Essential Functions:

  • Thorough understanding of electricity/gas customer lifecycle from contract initiation to fulfillment and final account processing.
  • Analyze, summarize, and report detailed transactions and contract components related to customer accounts.
  • Responsible for timely resolution of transaction exceptions to provide complete and accurate fixes.
  • Identify issues using reporting methods to maintain compliance with internal SLAs around transaction accuracies and contract terms.
  • Process daily operational tasks related to the sending and receiving of electronic transactions between NRG and vendors/utilities.
  • Proactively meet targets and take appropriate action on day-to-day market operations.
  • Utilize software, analytical tools, and conceptual retail energy market knowledge to research and analyze complex business problems.
  • Create detailed process documentation when needed for training and resource reference and provide training as needed for internal and interdepartmental personnel.
  • Support development of departmental and company processes & procedures.
  • Contribute to the execution and implementation of new business and/or regulatory requirements.
  • Participate in SOX audit data gathering, response preparation, and auditor interviews.
  • Resolve reported issues in a timely and decisive manner; or escalate as appropriate.
  • Acts as a subject matter expert for account provisioning transaction types and related questions.
  • Display a high level of curiosity and translate it into new approaches to problem identification and solutions.
  • Perform other duties as assigned.

 

Minimum Requirements:

  • High School Diploma or GED equivalent
  • Ability to translate work into formats (such as Excel) as required for analysis

 

Preferred Qualifications:

  • Bachelor’s degree
  • Familiarity with Microsoft SQL preferred
  • Familiarity with SAP IS-U/CCS and CRM modules, EMMA case, and EDI

 

Additional Knowledge, Skills and Abilities:

  • Demonstrated proficiency with analytical skills and solving complex problems with minimal guidance.
  • Exceptional attention to detail and ability to multi-task in fast paced environment.
  • Provide information in a useable form and on a timely basis to others who need to act on it.
  • Question “the way things have always been done” to ensure that processes and results continue to be relevant and add value.
  • Capable of working independently and making decisions accordingly.
  • Demonstrates expertise in utilizing Microsoft Word and Excel. 
  • Effective oral and written communication skills with ability to discuss findings and recommendations in a succinct manner.
  • Interact professionally with internal teams, executive level management, external vendors and utilities to acquire knowledge and resolve issues


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: New Jersey