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Customer Care Representative Jobs

Company

NRG

Address , , Tx
Employment type
Salary
Expires 2023-07-25
Posted at 10 months ago
Job Description

As an NRG employee, we encourage you to think creatively and proactively about your career choices. Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge. Providing career growth to our own employees is critical to our ongoing success-take charge of your career goals and empower your future!


Summary:

The Customer Care Representative (CCR) position is the primary point of contact for residential and small commercial customers who contact the Customer Care Center by phone, fax, chat, email, and mail. The CCR is responsible for interacting with customers and responding to their complaints, inquiries, and requests in a professional and courteous manner, as well as providing additional cross-sale solutions when applicable.


Essential Duties/Responsibilities:

  • Conduct outbound calls as required.
  • Sustain excellent performance while working at home.
  • Interact with customers, issue orders, and analyze accounts to resolve billing inquiries, negotiate payment options/deposits and provide customers with assistance in obtaining various company products and services.
  • Do all possible to retain the customer by providing an excellent low-effort experience and being an active guide for the customer.
  • Effectively utilize resources, i.e. computer systems, software programs, and phone equipment.
  • Diffuse customer escalations (customer save skills).
  • Interface with a wide variety of people both internally and externally in a diplomatic manner.
  • Bilingual, Spanish/English speaking ability, is required for the bilingual position.
  • Consistently apply knowledge required to perform technical and procedural aspects of the position.
  • Perform other duties as assigned.
  • Participate in sales of products and services. Actively promote the company and the value of its products and services.
  • Be willing to participate in special projects as needed, including activities such as Team Mentor, Virtual Learning Coordinator, or User Acceptance Tester.


Education:

  • High school diploma, GED, or equivalent math and English skills required.


Experience:

  • 6 months of experience working directly with customers in a problem-solving or sales capacity or call center environment,
  • Preferred 3 months experience in a Customer Care group as a Universal skilled customer care rep.


Additional Knowledge, Skills, and Abilities:

  • Proficient in verbal and written communication skills including excellent listening skills and a warm/friendly tone.
  • PC Skills – Basic PC skills are required. Must be able to type and talk simultaneously. A basic understanding of Microsoft Office software is required.
  • Basic sales skills including the ability to quickly determine a customer’s need; select the appropriate product to meet those needs; explain how the benefits meet the customer’s need; handle questions and objections; and the ability to close the sale.
  • Demonstrated ability of strong customer service skills; up-selling/cross-selling products; maintaining a calm, patient tone in the face of customer objections and questions.
  • Excellent problem-solving skills and ability to use good judgment to make decisions.
  • Basic math skills and analytical abilities are necessary to respond to billing inquiries.


Physical Requirements:

  • Ability to work on a computer and utilize telephone systems as required.


Working Conditions:

  • Overtime may be requested to accommodate the workload.
  • Primarily Work-at-Home environment with the majority of work performed on a personal computer in a seated position.
  • Hours of operation generally range from 7:00 am to 8:00 pm Monday-Friday (Subject to change with prior notification.


#CB-TA

#LI-TA1

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 Talent.