Customer Service Team Coach (Remote)

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!

Job Summary:

NRG is seeking a talented and ambitious customer service professional to support our Customer Care and Retention team in achieving best in class customer service and policy adherence while delivering on operational KPIs. The ideal candidate is an intelligent and energetic individual with the ability to function in a fast-paced environment supporting key functions essential to the day to day operations of the Care and Retention department. The Coach will be responsible for supporting the key initiatives of the Customer Service team and will serve as a Subject Matter Expert (SME) acting as business and process consultant to internal customer groups.

Essential Duties/Responsibilities:

• Assist Continuous Improvement and Training Team with audits of Knowledge Base content and Training Materials
• Assist in training of new and existing personnel
• Support UAT Testing for Care as needed including end to end testing, documentation, and logging of defects
• Responsible for communicating with contract agencies to ensure Steps of Discipline are documented, delivered and tracked
• Responsible for real time queue monitoring, ensuring agent adherence, and communicating adherence opportunities to leadership. Keep operations and workforce management informed in real time of service risks or issues
• Monitor reporting to effectively track progress against objectives
• Conduct weekly team huddles focused on driving improved team performance and educating team on any new policies and procedures
• Evaluate personnel call quality performance to achieve department objectives
• Field customer calls in a supervisory role, as needed, including escalated customer issues
• Assist in the mentoring of new team members
• Provide virtual chat support as subject matter expert for internal Care agents
• Field calls in an agent role as needed to maintain Service Level goals
• Provide coaching to agents and share coaching opportunities and trends with leadership
• Maintain assorted internal Customer Care reports
• Ensure adherence to team procedures
• Perform other duties as assigned
• Responsible for development and tracking of new procedures and processes
• Act as VLC (Virtual Learning Coordinator) for internal new hire classes
• Assist representatives with all aspects of service from call handling techniques to back-office processes and procedures
• Assist internal Customer Care associates in problem resolution
• Enforce department objectives and goals
• Conduct training to internal staff on company products and services
• Manage the customer experience by working with a team of customer service representatives to ensure they promote and maintain positive relationships with prospective and existing customers by acting as an internal champion for customer needs
• Conduct ongoing performance management for team members
• Approve courtesy credits above threshold for Care Agents
• Ensure the ongoing satisfaction of customers by providing feedback to Customer Service management to help shape future processes and support strategies
• Responsible for delivering, documenting and tracking Steps of Discipline for internal agents

Working Conditions:

• Remote Work environment with possible office visits needed
• Some overtime required as special projects arise

Minimum Requirements:

• Able to convey knowledge of products and strategies to team-members and stakeholders
• Ability to think critically, creatively, and problem-solve
• Highly organized
• Ability to work independently
• Excellent oral and written communication skills
• Strong results-orientation
• Ability to handle multiple tasks with strong attention to details
• Ability to effectively and constructively coach customer service agents to better serve customers
• Strong management and leadership skills

Preferred Qualifications:

• Strong management and leadership skills
• Proficient in all Microsoft Office programs
• Effective in handling customer escalations through a consistent calm, empathetic and professional approach
• Ability to trouble shoot basic questions and issues
• Bachelor’s or Associate degree

Additional Knowledge, Skills and Abilities:

• Proficient in all Microsoft Office programs

If you reside in or intend to work remotely from California, Colorado, New York or Washington State, you may contact [email protected] for compensation information related to this position and other information as required by applicable law. Please include the job title in your request.

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.