Job Description

Our client operates at the crossroads of energy and home services, fueled by the vision of a smarter, cleaner future. Committed to developing groundbreaking solutions, they aim to streamline their customers’ lives by provid ing energy, protection, and smart services for their homes and businesses.

The Client Services Representative serves as the initial point-of contact for all service-related issues with varying degrees of complexity. The rep analyzes customer inquiries to determine the best course of action to resolve and subsequently completes the request or forwards the issue to functional teams for resolution where required.

Essential Duties/Responsibilities:

• Provide timely inquiry and issue resolution for mid-market clients by:
  • Thoroughly analyzing real-time, inbound customer inquiries / issues and independently resolving or initiating requests for functional team intervention where required.
  • Effectively communicating resolution steps and results upon closure of issues.
  • Maintaining personal productivity and quality standards to ensure a positive and consistent customer service experience; and
  • Providing concise, comprehensive case notes for ease of back-office resolution and ability to perform trend analysis / root cause identification.
• Evaluate customer payment history and value to accept, reject or escalate (for approval) late fee waivers.
• Reconcile client contracts and state-issued documents to internal systems and applications to resolve price and tax disputes; escalate for functional intervention and resolution where necessary.
• Evaluate customer payment history, then-current market conditions and company policy to negotiate, reject or escalate (for approval) deferred payment plans.
• Prepare summarized reports required for approval of financial adjustments.
• Perform basic financial analysis to determine amounts required for refunds, credits and lost savings requests.
• Examine client contract and state-specific PUC regulations to review and approve/reject standard cancellation and rescission requests; escalate for supervisory intervention where appropriate.
• Analyze and reconcile customer accounts with respect to missing/misapplied payments or usage, partner with functional teams for resolution.
• Examine client contract terms and evaluate client-specific market opportunity to make renewal recommendations where appropriate; set appointment with account executive as needed.
• Listen for customer cues on expansion plans and/or promoter viability; probe for referrals and set account executive appointments as warranted.
• Maintain a thorough understanding of the market, the end-to-end customer lifecycle, and NRG products, services and contracts to effectively resolve issues.

Working Conditions:

• Fully remote work. Open office environment (when in-office)
• Some overtime required as special projects / resource constraints arise.
• Limited (~2x per quarter) in-office work (team meetings, training, etc.)

Minimum Requirements:

• Excellent oral and written communication skills.
• Adaptable and flexible.
• Ability to thrive in a fast-paced environment where multi-tasking and prioritizing is required.
• Must be a self-starter, able to work independently with a proactive working style.
• Strong team player. Is willing and able to stretch outside of assigned duties to accomplish the business goal.
• Strong interpersonal skills - Personable and can quickly stimulate confidence and influence others in the organization.
• Strong Intellect - Combines analytical reasoning, creativity, conceptual ability and judgment.
• Results driven.
• Courteous, patient, energetic and an enthusiastic personality with professional demeanor
• Proficient in Microsoft Office products including Word, Excel and Power Point.
• Ability to analyze information, solve problems and make quick, fact-based decisions.
• Bilingual a plus

Preferred Qualifications:

• Bilingual a plus.
• Bachelor’s Degree in Supply Chain Management, Communications or Business a plus.
• Customer Care experience a plus.