Summary:
The Customer Care Representative (CCR) - SS position is the primary point of contact for residential and/or 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.
- Flexible and willingness to assist with special projects - i.e. Virtual Learning Coordinator (VLC), Mentor/SME, or any other role identified to assist in exceeding goals and objectives of the organization.
Education:
- High school diploma, GED, or equivalent math and English skills required.
Experience:
CCR RESIDENTIAL
6 months experience working directly with customers in a problem solving or sales capacity or call center environment, preferred.
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.
- Desire
Physical Requirements:
- Ability to work on a computer and utilize telephone systems as required.
Working Conditions:
- Professional office environment with the majority of work performed on a personal computer in a seated position.
- Overtime may be required to accommodate workload.
- Hours of operation can range from 7:00am to 9:00pm Monday-Friday (Subject to change with prior notification).
NRG Energy, Inc.
1201 Fannin Street
Houston
Texas United States
www.nrg.com/home.html
