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Summary: The Customer Support and Market Relations Complex Transactions Representative is the point of referral for all transaction-based customer issues and/or billing disputes referred by Customer Care Representatives. Being the last line of resolution, this role is responsible for the complete, accurate, and timely resolution of escalated customer issues. The representative must demonstrate analytical problem-solving abilities, and be able to independently resolve issues. Must also demonstrate the ability to learn quickly, apply new methods of resolution, and assume broader execution capabilities currently distributed throughout the operations organization. Customer contact may be required.
Essential Duties/Responsibilities: Resolve highly complex issues concerning residential and small commercial customer accounts. This requires analytical skills to review data, analyze information, diagnose a resolution, and perform all system and/or market corrections including re-bills, adjustments, or clearing of transactions and billing failures.
Requires the ability to execute complex resolution paths that require various skills currently exhibited in organizations such as Enrollment Transaction Management, Billing, Credit, Disputed Bills, Issue Resolution Desk, and the Public Utility Commission Team. This includes the processing of failed Intermediate Documents (IDOCs) applying credits/debits as necessary, generating corrected invoices, and providing explanations of customer billing and issue resolution.
Requires interaction with market entities such as ERCOT, Transmission and Distribution Service Providers (TDSP), and other REPs in efforts to fully research, diagnose, and resolve customer issues. The Complex Transactions Specialist is responsible for the complete internal and external (market) resolution of all issues assigned.
Requires extensive research and review of accounts to determine the origin of customer issues identified within SAP, which includes enrollments, move-ins, periodic reads, move-outs, switches, metering issues, etc.
Interact with customers who are typically more difficult to satisfy. Because of this, must be able to diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer's issues will be resolved quickly and accurately.
Requires mathematics skills in order to perform bill credit calculations based on research and diagnosis of the issue. Review and understand customers' payment and consumption usage history in order to calculate adjustments to process invoices and/or render corrected invoices to customers.
Requires the ability to accurately document the issue classification and error origination in order to aid in the tracking of issue trends.
Employee is responsible for working independently to process tasks, and investigate and resolve customer issues. Requires strong time management skills in order to maintain the balance of new daily work and pending work while ensuring accurate and timely resolution of all work assigned.
Perform other duties as assigned.
Education: High school diploma or equivalent math and English skills required. Bachelor's degree preferred.
Experience: 1 to 2 years experience working directly with customers in a problem solving, or issue resolution capacity.
Prior experience in deregulated electric markets, is preferred.
Experience with SAP/CCS in development or execution is strongly preferred.
Experience in performing research and diagnosis of customer issues is strongly preferred.
Additional Knowledge, Skills, and Abilities: Problem-solving skills and ability to read, interpret, and apply policies, procedures, and processes to make decisions.
Possess exceptional people skills enabling effective interaction with internal, and external customers, peers, and management.
Must have knowledge regarding how to perform advanced research and diagnosis on customer issues.
Analytical skills and desire to research problems to seek resolution.
Exceptional verbal and written communication skills.
Excellent listening skills.
Exceptional customer service abilities to handle difficult customers.
Proficiency in Microsoft Office suite.
Work effectively and independently as well as in a team environment.
Strong time management and organizational skills are needed with the ability to prioritize tasks.
Must be detail-oriented and able to multi-task.
Must be able to execute duties with minimum supervision in a fast-paced, deadline-driven, monitored environment.
Working Conditions Primarily Work-at-Home environment with most of the work performed on a personal computer in a seated position. Office visits may be required.
Normal work schedule Monday – Friday, between 7 am – 6 pm.
Overtime may be required to accommodate workload.
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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.