Customer Care Representative II

NRG is the leading integrated power company in the U.S., built on the strength of the nation's largest and most diverse competitive electric generation portfolio and leading retail electricity platform. A Fortune 200 company, NRG creates value through best in class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses.

The Sr. Customer Care Rep will maintain client retention for personal accounts in PJM, CA, NY, Ontario, and TX. The Sr. Customer Care Rep reports directly to the Customer Care Manager.

* Contact all new customers after assignment, preparing them for the registration process * Verify contract information and addresses for all new customers; later follow up regarding business hours, shifts, contacts, any changes in machinery or processes, and ensure there are no issues or concerns * Reach out to clients to obtain references and referrals * Offer incentives such as tickets to sporting events, and coordinate any possible CR events * Maintain a reactive approach to daily calls and questions: address payment questions and disputes; fuel reimbursement requests; contact information changes; billing requests, etc. * Assist with customer payment mailings and performance reports * Assist in renewing the customer when their contract expires

**Qualifications:** * Bachelor's degree preferred but excellent customer relations experience (4+ years) will be considered instead of a degree. **Job Knowledge, Skills, and Abilities:** * The Senior Customer Care Rep must fully understand each of ECS' demand response programs * Ability to handle questions and disputes in a professional manner * Ability to understand and read performance reports: read baselines, troubleshoot dashboard and metering questions * Ability to assist customers with issues on event day * Must be very organized and detail oriented * Proficient in MS Office; advanced Excel skills preferred * Must be willing to make 100-125 phones calls per week