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Summary:
The Customer Support and Market Relations Complex Transactions Representative is the point of referral for all transaction-based customer issues and/or billing disputes referred by Customer Care Representatives. 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. 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: ?esolve highly complex issues concerning residential and small commercial customer accounts. 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. ?equires the ability to execute complex resolution paths that require various skills currently exhibited in organizations such as Enrollment Transaction Management, Billing, Credit, Disputed Bills, Issue Resolution Desk, and the Public Utility Commission Team. This includes the processing of failed Intermediate Documents (IDOCs) applying credits/debits as necessary, generating corrected invoices, and providing explanations of customer billing and issue resolution. ?equires interaction with market entities such as ERCOT, Transmission and Distribution Service Providers (TDSP), and other REPs in efforts to fully research, diagnose, and resolve customer issues. The Complex Transactions Specialist is responsible for the complete internal and external (market) resolution of all issues assigned. ?equires extensive research and review of accounts to determine the origin of customer issues identified within SAP, which includes enrollments, move-ins, periodic reads, move-outs, switches, metering issues, etc. ?nteract with customers who are typically more difficult to satisfy. Because of this, must be able to diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer? issues will be resolved quickly and accurately. ?equires mathematics skills in order to perform bill credit calculations based on research and diagnosis of the issue. Review and understand customers?ayment and consumption usage history in order to calculate adjustments to process invoices and/or render corrected invoices to customers. ?equires the ability to accurately document the issue classification and error origination in order to aid in the tracking of issue trends. ?mployee is 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. ?erform other duties as assigned.
Education:
?igh school diploma or equivalent math and English skills required. Bachelor? degree preferred.
Experience:
? to 2 years experience working directly with customers in a problem solving, or issue resolution capacity.
?rior experience in deregulated electric markets, is preferred.
?xperience with SAP/CCS in development or execution is strongly preferred.
?xperience in performing research and diagnosis of customer issues is strongly preferred.
Additional Knowledge, Skills, and Abilities:
?roblem-solving skills and ability to read, interpret, and apply policies, procedures, and processes to make decisions.
?ossess exceptional people skills enabling effective interaction with internal, and external customers, peers, and management.
?ust have knowledge regarding how to perform advanced research and diagnosis on customer issues.
?nalytical skills and desire to research problems to seek resolution.
?xceptional verbal and written communication skills.
?xcellent listening skills.
?xceptional customer service abilities to handle difficult customers.
?roficiency in Microsoft Office suite.
?ork effectively and independently as well as in a team environment.
?trong time management and organizational skills are needed with the ability to prioritize tasks.
?ust be detail-oriented and able to multi-task.
?ust be able to execute duties with minimum supervision in a fast-paced, deadline-driven, monitored environment.
Working Conditions
?rimarily Work-at-Home environment with most of the work performed on a personal computer in a seated position. Office visits may be required.
?ormal work schedule Monday ?riday, between 7 am ? pm.
?vertime may be required to accommodate workload.
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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.