Retail Operations Specialist (Remote)

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Summary:

The CSMR Operational Specialist is responsible for the mangement of daily CSMR operations in the NRG Home organization. This includes managing multiple highly complex issue resolution teams, including but not limited to Inadvertent Switch, Disputed Bill, and Price Investigation teams. This person will also manage both exempt and non-exempt emmployees. Additionally, the CSMR Ops Specialist will continually work with the TDSPs and other market participants to ensure operational efficiency in the resolution of customer-impacting issues. The ideal candidate will have extensive supervisory experience, extensive deregulated electricity market experience, a comprehensive understanding of CSMR and Call Center processes, and the ability to lead projects. This individual will provide leadership across the CSMR organization, motivate and inspire staff to maximize customer experience, and minimize customer issues. The CSMR Ops Specialist will work cross-functionality to implement CSMR processes to support new products and services.

Essential Duties/Responsibilities:

• Utilize knowledge of Texas SET transactions to interface with other market participants such as TDSPs, ERCOT, and other competitive retailers to influence and improve the market operating model to better serve our customers and manage specific customer issues to resolution
• Lead and participate in cross-functional projects
• Establish workflows, databases, and reporting necessary to support the organization
• Prepare and deliver performance reviews for direct reports
• Plan and manage change through analytics
• Drive organizational results through others
• Develop and utilize performance metrics to track individual and team performance
• Recognize, recommend, implement, and measure operational improvements
• Think globally but understand the details
• Manage and develop exempt and non-exempt employees

• Actively manage established performance and expectations
• Support CSMR management in all aspects of the business

• Develop the knowledge of direct reports and efficiently manage their day-to-day activities
• Perform other duties as assigned
• Plan team activities and assign tasks to personnel
• Define and develop new processes and system requirements
• Act as subject matter expert for area of responsibility
• Identify and resolve global issues impacting CSMR, Customer Care, and NRG Home
• Take personal responsibility and be accountable for actions for self and teams
• Resolve problems and interpersonal conflicts within the team

Education:

• Preferred Bachelor’s degree from an accredited four-year college or university. Commensurate level of experience may waive the educational requirement
• High school diploma, GED, or equivalent math and English skills required

Experience:

• Cross-functional knowledge & experience
• 5+ years of customer service experience
• 3+ years in a leadership role within customer care

Additional Knowledge, Skills, and Abilities (KSA's):

• Strong project management skills
• Ability to challenge the status quo in the face of resistance and offers clear, logical, and viable alternatives
• Strong organizational and analytical skills
• Ability to remain calm and respond quickly to surprising/difficult questions
• Strong oral and written communication skills
• High level of honesty and integrity
• Proficient in front and back-office CCS systems and Microsoft products
• Ability to prioritize, manage multiple tasks, and understand urgency
• Maintain established standards for customer confidentiality at all times
• Ability to relate well to all kinds of people at all levels inside and outside the organization; build constructive and effective relationships
• Strong leadership skills
• Effective team player
• Possess strong presentation and interpersonal skills displaying confidence and knowledge
• SAP

Physical Requirements:

• Ability to sit at a desk for extended periods of time utilizing a computer and phone
• Occasionally requires lifting as appropriate to perform duties and responsibilities

Working Conditions

• Fast-paced retail environment
• Reliable home internet required
• Remote position with occasional in-office days. Remote work is subject to change
• Work outside of standard business hours may be required
• Most of the work is performed on a personal computer in a seated position.

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.