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Customer Care Team Lead

Company: NRG Energy, Inc.
Location: College Station
Posted on: April 11, 2019

Job Description:

NRG is the leading integrated power company in the U.S., built on the strength of our diverse competitive electric generation portfolio and leading retail electricity platform. A Fortune 500 company, NRG creates value through best-in-class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses. Working with electricity customers large and small, we implement sustainable solutions for producing and managing energy, developing smarter energy choices and delivering exceptional service as our retail electricity providers serve almost three million residential and commercial customers throughout the country.More information is available at www.nrg.com. Connect with NRG Energy on Facebook and follow us on Twitter @nrgenergy.Position Summary:NRG Northeast Retail is seeking an extremely talented and ambitious customer service professional to support our customer care team in achieving best in class customer service and policy adherence. The Customer Service Team Lead will manage a team of in-house representatives and while supporting the Customer Care Team Coach in maintaining CS standards and ensuring the team adhering to CS procedures and policies. The Customer Service Team Lead will effectively manage all aspects of their team including with the support of the Customer Care Team Coach including, but not limited to, staffing, coaching, quality assurance, training, and other day to day functions. 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. Ability to interact effectively with customers is a must.Key Responsibilities:* 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* Ensure the ongoing satisfaction of customers by providing feedback to Customer Service management to help shape sales strategies* Resolve all customer escalations by overseeing representative interactions and by establishing and implementing new policies and procedures* Frequently field customer calls in a supervisory role* Field calls in an agent role as needed to maintain Service Level goals* Interface with multiple parties to resolve escalations and complaints, including maintaining required tracking documentation. Includes frequent follow-up directly to customers via the phone* Interact with utility companies, operations, and technology counterparts to resolve customer issues* Assist representatives with all aspects of service from sales techniques to back-office processes and procedures* Enforce department objectives* Monitor reporting to effectively track progress against objectives* Assist in training of new and existing customer service personnel* Ensure adherence to team procedures* Evaluate customer service personnel call quality performance to achieve department objectives* Conduct weekly team huddles focused on driving improved team performance and educating team on any new policies and procedures* Conduct ongoing performance management for team members with the assistance of Customer Care Team Coach* Provide agent feedback to agents and supervisors based on call listening.* Ensure the ongoing satisfaction of customers by providing feedback to Customer Service management to help shape future processes and support strategies.* Assist with the new hire nesting process* Enforce department objectives and goals.Minimum Requirements:* High School diploma or GED equivalent* Minimum of 2 years of experience in customer service or sales* Must be able to work any 8-hour shift between the hours of 7 am -7 pm CST* Must be proficient in the Microsoft Office suitePreferred Qualifications* Bachelor's degree* Previous Coaching or Leadership experience* Previous Energy experience* Previous experience using Avaya CRM* Previous experience using VerientAdditional Knowledge, Skills, and Abilities* Strong management and leadership skills* Ability to handle multiple tasks with strong attention to details* Effective in handling customer escalations through a consistent calm, empathetic and professional approach* Highly organized* Strong results-orientation* Ability to think creatively and problem-solve* Ability to effectively and constructively coach customer service agents to better serve customers* Able to convey knowledge of products and strategies to team members* Excellent oral and written communication skills* Proficient in all Microsoft Office programs#SF-IND#LI-KWNRG 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/Protected Veteran Status/DisabilityEEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.Official description on file with Human Resources

Keywords: NRG Energy, Inc., College Station , Customer Care Team Lead, Other , College Station, Texas

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