Key Account Representative

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 Key Accounts Rep will provide superior (platinum) service and ensure customer satisfaction for our largest customers or more complex accounts across all markets. The Key Accounts Rep is responsible for planning and contacting customers regarding perks and incentives. The Key Accounts Rep reports directly to the Director of Customer Care, under direct oversight of the Senior Director of Business Development and Customer Retention.

- Contact all new customers after assignment - 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 - Serve as a single point of contact for this class of customers - Maintain a reactive approach to daily calls and questions: address payment questions and disputes; fuel reimbursement requests; contact information changes; billing requests, etc. - Understand customer special needs and expectations as determined during the sales process or afterwards - Coordinate and expedite the delivery of all ECS related services ranging from enrollment to renewals - Assist with customer payment mailings and performance reports

**Education and Experience:** * Bachelor's Degree in Business, Communications * 4+ years experience in a customer relations role in lieu of degree **Job Knowledge, Skills, and Abilities** * The Key Accounts Rep must be able to have excellent, professional written and verbal communication in order to communicate with customers, and the CR team. * The Key Account 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 **Additional Notes** * Will be required to perform additional duties as requested, directed, or assigned.