NRG Energy, Inc. CSMR Representative in Houston, Texas
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.
The Customer Support and Market Relations Escalated Issues Representative is the primary point of contact for the investigation and resolution of complex residential and small commercial customers issues resulting from customers contacting Reliant s Call Center, the PUC, Media, Legislature, Better Business Bureau and Company Executives. 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, PUC substantive rules, and must be able to execute against a broad spectrum of system transactions to effectively resolve customer issues.
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, or Media. Makes analysis and updates databases to identify the origin, root cause, and error classification
Perform extensive 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
Initiate and execute transaction based EDI (Texas Set) requests with ERCOT and TDSP's which requires knowledge of transactions related to move-ins, move outs, switches, drops, cancels, inadvertent switches, and TDSP turndowns allowing the set up and completion of a new or pending customer accounts within the deregulated market
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
Advanced knowledge in the application of resources, i.e. computer systems, software programs and phone equipment
Consistently apply knowledge required to perform technical and procedural aspects of the position. Perform root cause analyst on escalated issues
Investigation, analysis, diagnosis, and discovery of customer complaints. Document and communicate resolutions to the customer, Public Utility
Provide support for special assignments as required
- High school diploma or equivalent math and English skills required. Bachelor s degree preferred.
2 to 3 years of 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.
Must have the ability to research all available front office and back office function screens for any particular customer issue and set them on the correct path(s) to resolution.
Must have knowledge regarding how to perform advanced research and diagnosis on customer issues.
Through researching a combination of front office and back office screens, will be able to place issues on the correct resolution path and work all front office resolutions and non-advanced back office resolutions through issue closure.
o Examples of Screens Utilized: CIC0, FPL9, ZECST, EL31, ZELFADJ, ZEVIEW, FP06, ZEMOBPRNT, ZECARD, EL01, EA20, EASIBI, EL37, ZEADJBILL
Additional Knowledge, Skills and Abilities:
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 Advanced PC skills required. Proficiency in Microsoft Office software.
Basic math skills and analytical ability necessary to respond to billing inquiries
Work effectively in a team environment.
Strong time management and organizational skills needed. Must be able to multi-task
Demonstrate high degree of external and internal customer orientation.
Professional office environment with the majority of work performed on apersonal computer in a seated personal computer in a seated position.
Overtime may be required to accommodate workload
Normal work schedule
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 athttp://www.eeoc.gov/employers/upload/posterscreenreader_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