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!

Position Summary:

NRG is seeking a talented and ambitious customer service professional to support our customer care team in achieving best-in-class customer service and policy adherence. The ideal candidate is an intelligent and energetic individual with the ability to function in an unstructured environment while contributing greatly to the growth of the overall business. The Email/Chat Specialist 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 Email/Chat Specialist 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.

Key Responsibilities:

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

Requirements:

• Demonstrated ability of strong customer service skills; up-selling/cross-selling products; maintaining a calm, patient tone in face of customer objections and questions.
• Basic sales skills include 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.
• Excellent problem-solving skills and ability to use good judgment to make decisions.
• 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. Basic understanding of Microsoft Office software is required.
• Basic math skills and analytical ability necessary to respond to billing inquiries.
• You must reside in the United States to be eligible for this position.

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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.