Welcome to the intersection of energy and home services. At NRG, we're all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers' lives easier-helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.
We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society. More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn, and follow us on X @nrgenergy.
Job Summary
The Customer Support and Market Relations (CSMR) Retail Operations Manager is responsible for managing the life cycle of escalated issues across NRG East Retail brands. This individual is responsible for managing a team of Escalated Issue Representatives, as well as acting as liaison to both internal Regulatory and Utility Commission staff. A successful candidate must have a deep understanding and be able to correctly apply business rules and the rules of various Utility Commissions in the East market.
The East Escalated Issues Manager will facilitate, manage, and monitor all workforce planning issues, including staffing, workflows, service levels, and development of policy and procedure. The Manager will be a thought leader in identification and implementation of system and process improvements resulting in operational efficiencies and improved customer retention.
Essential Duties/Responsibilities:
Act as the East escalated issues and regulatory complaints subject matter expert
Manage a team of representatives tasked with responding to escalated customer issues
Understand rules and guidelines of multiple commissions
Ensure accurate and timely responses to all East escalated issues
Ensure cross-functional alignment, integration, and efficiency in the resolution of customer issues
Monitor regulatory proceedings to identify trends, issues, or decisions that may affect the company's regulatory and/or business objectives
Manage the relationship with the call center vendors specific to escalated issues
Work with the internal regulatory team to advocate and coordinate on behalf of NRG East brands
Participate in internal and external regulatory and compliance training
Partner with internal regulatory and legal teams for Commission formal complaints and RFI responses
Proactively identify and act on opportunities based on changes in regulatory requirements
Build relationships with internal regulatory team members and external regulators
Identify training, process, and system gaps within CSMR and other departments, and work independently to close those gaps
Lead cross-functional project teams in the development of business cases and the implementation of system, process, and reporting enhancements
Coach and develop team members on an ongoing basis
Develop and utilize performance metrics to track individual and team performance
Create and deliver performance evaluations
Resolve conflicts within the team or impacting the team
Resolve customer issues when management representation is required or requested
Utilize available resources to resolve complex customer issues
Manage with a holistic view of cost and service
Embrace work challenges and opportunities
Perform other duties as assigned
Working Conditions
Frequent use of computers, i.e. typing on keyboards, viewing monitors, etc.
Evening and weekend work may be required as job duties demand.
Hybrid schedule: 3-4 days in open office environment
Minimal domestic travel may be required
Minimum Requirements
High School Diploma or equivalent
3-4 years Operations, Back Office, or Customer Care related experience
Must be proficient in Microsoft Tools: Word, Excel, Outlook
Preferred Qualifications
Bachelor's Degree in a related field from an accredited college/university strongly preferred
Extensive Regulatory or Supervisory experience may be accepted in lieu of a bachelor's degree
At least three years previous Leadership and/or Supervisory experience is preferred
Expertise with internal customer care systems (NRP, Discovery, CRT, TLP)
Experience in the East market is preferred.
Additional Knowledge, Skills, and Abilities
Ability to perform deep analysis; identify trends; identify risks, provide initial recommendations.
Independently solve moderately complex issues; identify root causes.
Attention to detail and ability to multi-task in fast paced environment.
Make informed decisions within functional scope, using sound judgment.
Ability to prepare polished presentations/reports; communicate effectively with cross-functional partners
Have effective oral and written communication skills with the ability to discuss findings and recommendations in a succinct manner.
Be able to collaborates across teams; manage vendor/utility relationships for projects.
Managing direct reports to ensure success of the team and individuals
Physical Requirements
Work is primarily sedentary (desk work at a computer).
Regularly required to talk or hear to communicate.
The base salary range for this position is $117,200-$193,440 The base salary range above represents the low and high end of the salary range for this position. Actual salaries will vary based on several factors including but not limited to location, experience, and performance. The range listed is just one component of the total compensation package for employees. Other rewards may include annual bonus, short- and long-term incentives, and program-specific awards. In addition the position may be eligible to participate in the benefits program which include, but are not limited to, medical, vision, dental, 401K, and flexible spending accounts.
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.
