CSMR Representative - Canada Operations (US Remote)

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Summary:

The Customer Support and Market Relations (CSMR) Complex Transaction Representative will support the regulated and deregulated Canadian (Alberta) electricity and natural gas market in the NRG Home organization. The CSMR Complex Transactions Representative is the point of referral for all transaction-based customer issues and/or billing disputes referred by Customer Care Representatives. It also includes Vacancy and Customer Support. Being the last line of the resolution, this role is responsible for the complete, accurate, and timely resolution of escalated customer issues. The Representative must demonstrate analytical problem-solving abilities, and be able to independently resolve issues. The Representative must also demonstrate the ability to learn quickly, apply new methods of resolution, and assume broader execution capabilities currently distributed throughout the operations organization. Customer contact may be required.

Essential Duties/Responsibilities:

• Resolve highly complex residential and small commercial customer account issues. This requires analytical skills to review data, analyze information, diagnose a resolution, and perform all system and/or market corrections including re-bills, adjustments, or clearing of transactions and billing failures.

• Requires the ability to execute complex resolution paths, including various skills currently exhibited in organizations such as Enrollment Transaction Management, Billing, Credit, Disputed Bills, Issue Resolution Desk, and the Utility Commission Team.

• Requires interaction with market entities, such as the Distributors and other competitive retailers, in order to fully research, diagnose and resolve customer issues.

• Understand and comply with Alberta Utility Commission rules for the regulated and deregulated Canadian (Alberta) electricity and natural gas market.

• Responsible for the complete internal and external (market) resolution of all issues assigned.

• Requires extensive research and review of accounts to determine the origin of customer issues within SAP, which includes enrollments, move-ins, periodic reads, move-outs, metering issues, and others.

• Interact via phone with customers who may be difficult to satisfy. Must be able to diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer’s issues will be resolved quickly and accurately.

• Requires mathematical skills in order to perform bill credit calculations based on research and diagnosis of the issue. Review and understand customers’ payment and consumption usage history in order to calculate adjustments to process invoices and/or render corrected invoices to customers.

• Requires the ability to accurately document the issue classification and error origination in order to aid in the tracking of issue trends.

• Responsible for working independently to process tasks and investigate and resolve customer issues.

• Requires strong time management skills in order to maintain the balance of new daily work and pending work, while ensuring accurate and timely resolution of all work assigned.

• Perform other duties as assigned.

Education:

• High school diploma, GED, or equivalent math and English skills required.

• Bachelor’s degree preferred. 

Experience:

• 1 to 2 years experience working directly with customers in a problem-solving, or issue resolution capacity.

• Prior experience in the regulated and deregulated Canadian (Alberta) electricity and natural gas market is preferred.

• Experience with SAP  is strongly preferred.

• Experience in performing research and diagnosis of customer issues is strongly preferred.

Additional Knowledge, Skills, and Abilities:

• Problem-solving skills and ability to read, interpret, and apply policies, procedures, and processes to make decisions.

• Possess exceptional people skills, enabling effective interaction with internal, external customers, peers, and management.

• Knowledge of how to perform advanced research and diagnosis on customer issues.

• Analytical skills and desire to research problems to seek resolution.

• Exceptional verbal and written communication skills.

• Excellent listening skills.

• Exceptional customer service abilities to handle difficult customers via phone.

• Proficiency in Microsoft Office suite.

• Work effectively and independently, as well as in a team environment.

• Strong time management and organizational skills in order to prioritize tasks.

• Detail-oriented and able to multi-task.

• Execute duties with minimum supervision in a fast-paced, deadline-driven, monitored environment.

Physical Requirements:

• Occasionally requires lifting as appropriate to perform duties and responsibilities.

• Ability to sit at a desk for extended periods of time utilizing a computer and phone with a headset.

Working Conditions:

• Remote position with most of the work performed on a personal computer in a seated position. Remote work is subject to change.

• Normal work schedule Monday – Friday, between 7 am – 6 pm (MST)

• Overtime may be required to accommodate the workload.

• Reliable home internet is required.

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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/Vet/Disability  Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.  Official description on file with Talent.