Business Account Rep
Business Account Rep
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
At NRG were 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 www.nrg. Connect with NRG on Facebook LinkedIn and follow us on Twitter @nrgenergy.
Job Summary:
The Business Account Representativeis an integral member of the NRG Customer Experience team reporting directly to the Supervisor of Customer Relations. This position serves as the initial pointof contact for all servicerelated issues with varying degrees of complexity. The Business Account Representativeanalyzes customer inquiries to determine the best course of action for onecall resolution while managing team and individual productivity goals and maintaining the highest level of customer service. This position is also responsible for assisting with email communications and additional customer outreach on behalf of NRG
Essential Duties/Responsibilities:
Interact with customers via phone email fax and regular mail in a professional and expedient manner by thoroughly analyzing and resolving inquiries and/or providing comprehensive responses accordingly.
Ensure the timely resolution of all customer requests by identifying the crossfunctional remediation necessary while achieving the preestablished service level time frames.
Crossfunctional requests may include but is not limited to remittance inquiries billing inquiries pricing and/or renewal inquiries.
Analyze and reconcile customer accounts with respect to provision of service billing and payment and utility related information. Escalate issues as appropriate.
Perform customer surveys for measurement of interaction quality and Net Promoter Score.
Prepare and explain ad hoc excelbased reports for customers brokers and internal functional teams regarding billing payment and account balance activity.
Perform basic financial analysis to determine amounts required for refunds credits and lost savings requests; Prepare summarized reports required for approval of financial adjustments
Effectively communicate resolution steps and results upon closure of escalated issues.
Track and maintain interaction data for analysis of customer trends by updating NRGs customer management systems.
Support customer contract renewal requests by coordinating with respective teams.
Ensure customers understand contract provisions by having a comprehensive understanding of NRGs products and services and the endtoend customer lifecycle.
Maintain personal productivity and quality standards to ensure a positive and consistent customer service experience.
Identifies problems and trends based on call types and communicates to management.
Agents may also assume ownership of additional role and responsibilities including subject matter expert employee engagement and other activities by displaying proficiency in their daily core accountabilities.
Working Conditions:
100 Remote
In office visits may be required from time to time (team meetings offistes etc)
Minimum Requirements:
Bachelors or Associates degree preferred or equivalent job experience.
Preferred Qualifications:
Adaptable and flexible. Adjusts to varied audiences effectively. Able to flex between administrative and strategic work.
Ability to thrive in a fastpaced environment where multitasking and prioritizing is required.
Ability to build strong partnerships with the internal and external teams including employees at all levels within the organization.
Must be a selfstarter able to work independently with a proactive working style
Strong team player. Is willing and able to stretch outside of assigned duties to accomplish the business goal.
Results driven An energetic resourceful and handson individual with a strong service orientation who commits himself/herself fully to the job and is dedicated to developing and delivering outstanding work.
Additional Knowledge Skills and Abilities:
Strong interpersonal skills Personable and can quickly stimulate confidence and influence others in the organization.
Satisfy acceptable adherence to NRGs policies
Flexibility to adjust schedule and/or an ability to work overtime as needed.
Strong Intellect Combines analytical reasoning creativity conceptual ability and judgment.
Physical Requirements:
Most of the time is spent in this position is sitting in a comfortable position while answering the phone.
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 postaccident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability Level Title and/or Salary may be adjusted based on the applicants experience or skills.
Official description on file with Human Resources.
Employment Type
Full Time
