Client Services Representative

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Job Summary

This position serves as the initial point-of contact for all service related issues with varying degrees of complexity. The Client Services Representative analyzes customer inquiries to determine the best course of action for one-call resolution while managing team and individual productivity goals and maintaining the highest level of customer service.

Essential Duties/Responsibilities:

• Interact with customers via phone and e-mail in a professional and expedient manner by thoroughly analyzing and resolving inquiries and/or providing comprehensive responses accordingly.

• Ensure the timely resolution of all customer requests by identifying the cross-functional remediation necessary while achieving the pre-established service level time frames.

• Cross-functional requests may include but is not limited to remittance inquiries, billing inquiries, pricing and/or renewal inquiries.

• Analyze and reconcile customer accounts with respect to provision of service, billing and payment, and utility related information. Escalate issues as appropriate.

• Perform customer surveys for measurement of interaction quality and Net Promoter Score.

• Prepare and explain ad hoc excel-based reports for customers, brokers and internal functional teams regarding billing, payment and account balance activity.

• Perform basic financial analysis to determine amounts required for refunds, credits and lost savings requests; Prepare summarized reports required for approval of financial adjustments

• Effectively communicate resolution steps and results upon closure of escalated issues.

• Track and maintain interaction data for analysis of customer trends by updating DEB's customer management systems.

• Support customer contract renewal requests by coordinating with respective teams.

• Ensure customers understand contract provisions by having a comprehensive understanding of DEB's products and services, and the end-to-end customer lifecycle.

• Maintain personal productivity and quality standards to ensure a positive and consistent customer service experience.

• Identifies problems and trends based on call types and communicates to management.

• Agents may also assume ownership of additional role and responsibilities including subject matter expert, employee engagement and other activities by displaying proficiency in their daily core accountabilities.

Additional Knowledge, Skills and Abilities:

• Bilingual Spanish/English speaking ability preferred but not required.

• Adaptable and flexible. Adjusts to varied audiences effectively. Able to flex between administrative and strategic work.

• Ability to thrive in a fast-paced environment where multi-tasking and prioritizing is required.

• Ability to build strong partnerships with the internal and external teams, including employees at all levels within the organization.

• 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.

• Satisfy acceptable adherence to Direct Energy policies

• Flexibility to adjust schedule and/or an ability to work overtime as needed.

• Strong Intellect - Combines analytical reasoning, creativity, conceptual ability and judgment.

• Results driven - An energetic, resourceful and hands-on individual with a strong service orientation, who commits himself/herself fully to the job, and is dedicated to developing and delivering outstanding work.

Education:

• Bachelor's or Associates degree preferred or equivalent job experience.

Work Experience:

• 1 - 2 years of prior Energy Industry, Customer Service, Billing and/or Collections experience is preferred.

• Strong analytical abilities and problem-solving skills.

• Proficiency in Microsoft Office products including Word, Excel and Power Point.

• Ability to analyze information, solve problems and make quick, fact-based decisions.

• Ability to quickly gain proficiency in multiple systems which support service for Direct Energy customers

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.