Specialist, NWM Sales Quality

Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Job Summary:

NRG is seeking a smart, enthusiastic, and collaborative individual to make valued contributions to the company – the leading energy supplier for millions of residential customers in the United States and Canada. This is an opportunity to enter the fast-paced, exciting world of the Network Marketing Sales Quality function and to become a part of a fast-growing business that is poised for further investment in the near term.

The Network Marketing Sales Quality Specialist position plays an integral role in maximizing quality sales performance and mitigating risk for NRG’s industry-leading residential retail energy (Home) business in the East Region. This role, situated on the Sales Quality team center of excellence, leverages a proprietary set of tools, processes, and data analytics to help proactively identify and triage:

• Concerning trends and potential non-compliance issues (where there is smoke, there could be fire)
• Continuous Process Improvement Opportunities with sales representatives to maximize positive customer experience and minimize complaints.

Essential Duties/Responsibilities:
Complaint Intake & Case Management

• Monitor the intake of customer complaints received from Public Utility Commissions (PUCs), other regulatory bodies, the Better Business Bureau, utilities, and Customer Care.
• Ensure all complaints are accurately documented and maintained in the case management system (Agiloft).
• Utilize corporate repositories, systems, and databases to retrieve documentation and information necessary for complaint investigations.
• Work with functional counterparts throughout investigations to gain a thorough understanding of issues and provide clear, concise, and compliant responses.
• Utilize effective problem-solving and critical-thinking skills to resolve customer complaints amicably.
• Respond to complaints within required regulatory, agency, or internal deadlines.

Data Analysis, Trend Identification & Risk Mitigation

• Protect the best interests of the Company by identifying, mitigating, and escalating potential risks as appropriate.
• Through complaint investigations, if process issues are identified, escalate to the appropriate internal department(s).
• Interact with channel partners and channel partner managers to verify enrollments, investigate complaints, and ensure compliance with XOOM Energy and Stream standards and requirements.
• Analyze data to identify patterns, trends, and indicators of suspicious activity or elevated risk.
• Collect, analyze, and summarize complaint data and Quality Daily Alert investigation findings.
• Perform daily reviews of assigned Quality reports and follow up as necessary.

Reporting & Documentation

• Develop and maintain reports as required to support business, quality, and compliance needs.
• Ensure all investigative actions and outcomes are completed and properly documented.

Additional Duties

• Timely processing of documentation for identity verification and credit reviews to ensure enrollments provision.
• Process privacy requests for NRG brands via OneTrust and the privacy request mailbox.
• Perform other duties and special projects as assigned.

Working Conditions:

• Must be able to work independently.
• Position is exempt – as need or special projects arise, must be willing to work additional hours.

Minimum Requirements:

• High school diploma or GED equivalent

Preferred Qualifications:

• Demonstrates strong verbal and written communication skills.
• Exhibits advanced investigative, analytical, and critical thinking abilities.
• Proven ability to manage and meet strict deadlines in a fast-paced environment.
• Maintains a high level of accuracy with strong attention to detail.
• Possesses excellent interpersonal skills, with the ability to effectively collaborate and communicate across internal teams, channel partners, state agencies, and customers.
• Highly organized and detail-oriented, with the ability to manage multiple priorities and maintain accurate follow-up systems under pressure.
• Proficient in Microsoft Office applications, including Excel, Word, and Outlook.

Additional Knowledge, Skills, and Abilities:

• Background in audit, quality, or consumer affairs a plus.
• Ability to thrive in a fast-paced environment, adhering to deadlines while ensuring accuracy.
• Energy, motivation, enthusiasm, and integrity.

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. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.