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NRG Energy, Inc. CUSTOMER CARE REPRESENTATIVE in Buffalo, New York

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.

Job Summary:

The Customer Care Representative will maintain client retention on accounts across North America (PJM, CA, NY, Ontario, New England, and TX). The ideal candidate will possess a combination of account management and analytical skills. The Customer Care Representative reports directly to the Manager of Customer Care.

Essential Duties/Responsibilities:

  • Establish relationships with customer base both existing and new customers

  • Review and update account information as needed for all customers: verifying contact information, addresses, documentation required for participation, etc.

  • Regular contact with customers to understand their business hours, shifts, any changes in machinery or processes

  • Maintain a proactive approach to daily calls and questions: address performance and/or payment questions; address any disputes; contact information changes; documentation requests, etc.

  • Review with customers performance and payment results

  • Seasonally review with all customers on their participation and prepare them for the registration process.

  • Assist in renewing the customer when their contract expires

  • Ability to understand and verbally discuss program related information with customers

  • Assist in renewing the customer when their contract expires

  • Understand customer needs and expectations

  • Effective customer service skills

  • Ability to be a self-starter with minimal supervision

  • Working knowledge of electricity markets

Working Conditions:

  • Open office environment.

Minimum Requirements:

  • Associates degree or a minimum of four years of experience in a customer relations role

Preferred Qualifications:

  • Customer service and/or account management experience

  • Previous experience working in a call center environment

  • Previous experience working with utilities or sustainability

Additional Knowledge, Skills and Abilities:

  • Professional written and verbal communication skills

  • Ability to communicate information clearly

  • Ability to handle questions and disputes in a professional manner

  • Experience with task management and the ability to thrive in a fast-paced environment.

  • Organized and strong attention to detail

  • Ability to work independently and within a team environment

  • Ability to work with limited supervision at times while carrying out duties

  • Proficient in MS Office; advanced Excel skills preferred

Physical Requirements: NA

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

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