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Summary :

Customer Support and Market Relations Representative is the primary point of contact for the investigation and resolution of complex residential and small commercial customers' issues resulting from customers contacting the Call Center or NRG receiving a Market notice about an issue. These inquiries are highly complex, cross-functional in origin, or require multiple skill sets to achieve resolution. The individuals employed in this position must be analytical, able to solve problems, detail-oriented, and effective in oral and written communication. Additionally, they are required to develop advanced knowledge of the CCS system, TDSP operations, Texas SET transactions, and PUC substantive rules, and must be able to execute against a broad spectrum of system transactions to effectively resolve customer issues.This position has to report, QA, scheduling, and other areas of responsibility.

Essential Duties/Responsibilities:

• Research issues received from various channels to mitigate complaints received via Call Center, TDSP Relations, Multi-Family, Builder, Credit, Business Services, and CSG or escalated by PUC, BBB, Media, other Departments, or Market
• Perform research and root cause analysis on accounts to determine the origin of customer issues, system, and process errors
• Undertake complex resolution paths that require various skills currently distributed in organizations such as Billing, Enrollment Transaction Management (ETM), and Credit
• Understand and correctly apply business rules, utility tariffs, Public Utility Commission of Texas (PUCT) substantive rules, ERCOT rules, and the Texas Set Transactions to resolve an issue
• Scanning incoming customer correspondence and return mail, as well as work intraoffice mail (in office work)
• Initiate and execute transaction-based EDI (Texas Set) requests with ERCOT and TDSP which requires knowledge of transactions related to move-ins, move-outs, switches, drops, cancels, inadvertent switches, and TDSP turndowns allowing the setup and completion of new or pending customer accounts within the deregulated market
• Resolve highly complex issues concerning residential and small commercial customer accounts
• Requires analytical skills to review data, analyze information, diagnose a resolution and perform all system and/or market corrections
  
  • Analytical skills are required in the following fields: Texas Set market transactions, complex billing transactions, enrollment process analysis, customer contact records, and multiple back-office segments
• Communicate and coordinate with various escalation teams in order to correct all transaction-related discrepancies (ERCOT, TDSP)
• Diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer's issues will be promptly resolved
• Interface diplomatically with internal and external parties to correctly resolve and respond to an inquiry
• Consistently apply knowledge required to perform technical and procedural aspects of the position. Perform root cause analysis on escalated issues
• Provide support for special assignments as required
• Vendor and team QC
• Ability to create, understand, enhance and analyze reports
• Training other employees and vendors
• Working and assigning out work to meet SLAs, goals, and metrics
• Other duties as assigned

Education :

• A high school diploma or equivalent math and English skills are required.
• Bachelor's degree preferred

Experience :

• 2 to 3 years experience working directly with customers in a problem solving, issues resolution, or other experience in resolving customer issues required
• Experience with SAP/CCS in development or execution is strongly preferred
• Experience in performing advanced research and diagnosis of customer issues is strongly preferred

Additional Knowledge, Skills, and Abilities:

• Proficient problem-solving skills and ability to use good judgment to make decisions
• Possess exceptional people skills enabling effective interaction with internal, and external customers, peers, and management
• Must have knowledge regarding how to perform advanced research and diagnosis on customer issues
• Strong analytical skills and desire to research problems to seek resolution
• Exhibits an advanced level of understanding of deregulation and systems, while utilizing internal and external processes for effective customer issue resolution

• Exceptional verbal and written communication skills
• Listening skills
• Strong math skills and analytical ability
• Exceptional customer service abilities to handle difficult customers
• Proficiency in Microsoft Office suite

• Work effectively in a team or individual environment
• Strong time management and organizational skills needed
• Must be able to multi-task
• Self-Motivated and curious
• Detail-oriented

Working Conditions

• Professional office environment with the majority of work performed on a personal computer in a seated position
• Overtime may be requested to accommodate workload
• Normal work schedule between 7 am - 7 pm
• Reliable home internet required
• Hybrid work from home and in the office each week

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 Human Resources.

Nearest Major Market: Houston