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CUSTOMER RESOLUTION REPRESENTATIVE


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 Customer Care Representative II (CCR) position is the primary point of contact for residential and small commercial customers who contact the Customer Care Center by phone or internet. The CCR is responsible for interacting with customers and responding to their complaints, inquiries and requests in a professional and courteous manner.

Essential Duties/Responsibilities:

  • Interact with Security customers for Security by Reliant, Tier III technical support, issue service work orders, and analyze accounts to resolve billing inquiries, negotiate payment options/deposits and provide customers with assistance in obtaining various company products and services.
  • Participate in sales of products and services. Actively promote the company and the value of its products and services.
  • Interface with a wide variety of people both internally and externally in a diplomatic manner.
  • Effectively utilize resources, i.e. computer systems, software programs and phone equipment.
  • Consistently apply knowledge required to perform technical and procedural aspects of the position.
  • Bilingual, Spanish/English speaking ability, required for the bilingual position.
  • Convert Move Out requests to a Transfer of Service order when a customer is moving by promoting Security products and services offered.
  • Diffuse customer escalations (customer save skills).
  • Conduct outbound calls as required.
  • Education: High school diploma, GED, or equivalent math and English skills required.
  • Additional Knowledge, Skills and Abilities: Bilingual, Spanish/English is plus for the position.
  • Demonstrated ability of good customer service skills; up-selling/cross-selling products; maintaining a calm, patient tone in face of customer objections; and questions
  • Basic sales skills including the ability to quickly determine a customer’s need; select the appropriate product to meet those needs; explain how the benefits meet the customer’s need; handle questions and objections; and the ability to close the sale
  • Excellent problem-solving skills and ability to use good judgment to make decisions that benefit the company and the customer.  Proficient in verbal and written communication skills including excellent listening skills.
  • PC Skills – Basic PC skills required. Must be able to type and talk simultaneously. Basic understanding of Microsoft Office software required


Physical Requirements:

  • Ability to work on a computer and utilize telephone systems as required.

     

Working Conditions:

  • Professional office environment with the majority of work performed on a personal computer in a seated position.
  • Overtime may be required to accommodate workload and emergency call out.
  • Hours of operation can range from 7:00am to 9:00pm Monday-Friday and Saturdays 8:00am to 5:00pm (Subject to change with prior notification).
     

 

Experience:

  • 12 months experience working directly with customers in a problem solving or sales capacity or call center environment, required.

 

Education:
•     Required: High school diploma or equivalent GED.
•     Preferred: 4-year Bachelor’s Degree from accredited University.

 


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

 

 

 

#SF-IND

Company
nrg
Posted
09/20/2018
Type
Full time
Location
Plano, TX 75023, US