Customer Care Representative Job Vacancy in NRG Houston, TX 77002 – Latest Jobs in Houston, TX 77002 – updated today

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Company Name : NRG
Location : Houston, TX 77002
Position : Customer Care Representative

Job Description : At NRG, we’re bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.
Summary:
The Customer Care Representative (CCR) position 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 CCR 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.
Essential Duties/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, 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
Education:
High school diploma, GED, or equivalent math and English skills required.
Experience:
CCR UNIVERSAL
6 months experience working directly with customers in a problem solving or sales capacity or call center environment, preferred; and 3 months experience in an NRG Customer Care group as a Universal skilled CCR.
Additional Knowledge, Skills and Abilities:
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 including 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 warm/friendly tone.
PC Skills – Basic PC skills required. Must be able to type and talk simultaneously. Basic understanding of Microsoft Office software required.
Basic math skills and analytical ability necessary to respond to billing inquiries.
Physical Requirements:
Ability to work on a computer and utilize telephone systems as required.
Working Conditions:
Primarily Work-at-Home environment with the majority of work performed on a personal computer in a seated position.
Overtime may be requested to accommodate workload.
Hours of operation generally range from 7:00am to 8:00pm Monday-Friday (Subject to change with prior notification). Certain departments (Web) may require hours that include schedules covering a 24/7 period as well as holidays and weekends.
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/Protected Veteran Status/Disability
EEO 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

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