BMF Operations Representative I (Remote) at NRG Energy

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At NRG, we're bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.

Summary: The Builder Multi-Family Operations Representative I position primarily provides transactional and customer contact support to the Builder and Multi-Family market segments (Vacant and Siebel Common Areas) both for Reliant and GME BMF/ACP customers. BMF Ops Rep I must accurately process high volumes of transaction request within an ever-changing work environment. Environmental changes include varying Builder and Multi-Family processes by TDSP service territory, services requests, billing requests and customer call contact inquiries via email and/or toll free line.

Essential Duties/Responsibilities:

  • Process various transactions for the Builder and Multi-Family Reliant and GME market segments
  • Interface with other Retail and GME Marketing work groups to identify and communicate process and workflow improvements.
  • Diffuse customer escalations and establish a trusting relationship that creates confidence that the customer's request will be promptly executed.
  • Interface diplomatically with internal and external parties to correctly resolve and respond to an inquiry.
  • Assist with inbound calls as required
  • Conduct outbound calls as required.
  • Research customer account data, process account changes and general administrative support
  • Effectively utilize resources, i.e. computer systems, software programs and phone equipment, including: CCS (front and back office), ERCOT portal, TDSP portals, BuilderFax database, Microsoft Access, Microsoft Word, and Microsoft Excel.
  • Provide support for special assignments as required.

Education: High School diploma, GED, or equivalent. Math and English skills required

Experience: 2+ years experience working directly with customers in a problem solving, issues resolution or other experience in resolving customer issues. Experience with SAP/CCS/CRM/Siebel is strongly preferred. Education may offset some experience requirements.

Additional Knowledge, Skills and Abilities:

  • Demonstrate good customer service skills.
  • Excellent problem solving skills and ability to use good judgment to make decisions.
  • Possess exceptional people skills enabling effective interaction with internal, external customers and peers.
  • Strong analytical skills and desire to research problems to seek resolution.
  • Exhibits an advanced level of efficiency in understanding deregulation and system enhancements, while utilizing internal and external processes for effective customer contact.
  • Proficient in verbal and written communication skills including excellent listening skills.
  • Demonstrated customer service abilities to handle difficult customers.
  • Must be able to interpret complex data and utilize transactional skills to create a solution to customer issues.
  • PC Skills - Basic PC skills required. Basic understanding of Microsoft Office software
  • Work effectively in a team environment.
  • Able to handle multiple tasks simultaneously.
  • Ability to prioritize tasks towards competing deadlines
  • Demonstrate high degree of external and internal customer orientation.

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 meet service level agreements.
  • Hours of operation can range from 7:00am to 7:00pm Monday-Friday (Subject to change with prior notification).

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

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

Official description on file with Human Resources
More Information on NRG Energy
NRG Energy operates in the Energy industry. The company is located in Houston, TX and Princeton, NJ. NRG Energy was founded in 1989. It has 5093 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 37 open jobs at NRG Energy, click here.
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