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Summary:
The Customer Support and Market Relations (CSMR) Complex Transaction Representative will support the regulated and deregulated Canadian (Alberta) electricity and natural gas market in the NRG Home organization. The CSMR Complex Transactions Representative is the point of referral for all transaction-based customer issues and/or billing disputes referred by Customer Care Representatives. It also includes Vacancy and Customer Support. Being the last line of resolution, this role is responsible for the complete, accurate, and timely resolution of escalated customer issues. The Representative must demonstrate analytical problem-solving abilities, and be able to independently resolve issues. The Representative must also demonstrate the ability to learn quickly, apply new methods of resolution, and assume broader execution capabilities currently distributed throughout the operations organization. Customer contact may be required.
Essential Duties/Responsibilities:
Resolve highly complex residential and small commercial customer account issues. This requires analytical skills to review data, analyze information, diagnose a resolution, and perform all system and/or market corrections including re-bills, adjustments, or clearing of transactions and billing failures.
Requires the ability to execute complex resolution paths, including various skills currently exhibited in organizations such as Enrollment Transaction Management, Billing, Credit, Disputed Bills, Issue Resolution Desk, and the Utility Commission Team.
Requires interaction with market entities, such as the Distributors and other competitive retailers, in order to fully research, diagnose and resolve customer issues.
Understand and comply with Alberta Utility Commission rules for the regulated and deregulated Canadian (Alberta) electricity and natural gas market.
Responsible for the complete internal and external (market) resolution of all issues assigned.
Requires extensive research and review of accounts to determine the origin of customer issues within SAP, which includes enrollments, move-ins, periodic reads, move-outs, metering issues, and others.
Interact via phone with customers who may be difficult to satisfy. Must be able to diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer’s issues will be resolved quickly and accurately.
Requires mathematical skills in order to perform bill credit calculations based on research and diagnosis of the issue. Review and understand customer’s payment and consumption usage history in order to calculate adjustments to process invoices and/or render corrected invoices to customers.
Requires the ability to accurately document the issue classification and error origination in order to aid in the tracking of issue trends.
Responsible for working independently to process tasks and investigate and resolve customer issues.
Requires strong time management skills in order to maintain the balance of new daily work and pending work, while ensuring accurate and timely resolution of all work assigned.
Perform other duties as assigned.
Education:
High school diploma, GED or equivalent math and English skills required.
Bachelor’s degree preferred.
Experience:
1 to 2 years’ experience working directly with customers in a problem solving, or issue resolution capacity.
Prior experience in the regulated and deregulated Canadian (Alberta) electricity and natural gas market is preferred.
Experience with SAP is strongly preferred.
Experience in performing research and diagnosis of customer issues is strongly preferred.
Additional Knowledge, Skills and Abilities:
Problem-solving skills and ability to read, interpret, and apply policies, procedures, and processes to make decisions.
Possess exceptional people skills, enabling effective interaction with internal, external customers, peers, and management.
Knowledge of how to perform advanced research and diagnosis on customer issues.
Analytical skills and desire to research problems to seek resolution.
Exceptional verbal and written communication skills.
Excellent listening skills.
Exceptional customer service abilities to handle difficult customers via phone.
Proficiency in Microsoft Office suite.
Work effectively and independently, as well as in a team environment.
Strong time management and organizational skills in order to prioritize tasks.
Detail-oriented and able to multi-task.
Execute duties with minimum supervision in a fast-paced, deadline driven, monitored environment.
Physical Requirements:
Working Conditions:
Normal work schedule Monday – Friday, between 7am – 6pm (MST).
Overtime may be required to accommodate workload.
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Reliable home internet required.
NRG Energy is committed to providing broad access to employment opportunities so that diverse job seekers can apply to positions, and to ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.
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