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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 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