Specialist, NWM Sales Quality
As an NRG employee, we encourage you to think creatively and proactively about your career choices.
Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge.
Providing career growth to our own employees is critical to our ongoing successtake charge of your career goals and empower your future!Job
Summary:
NRG is seeking a smart, enthusiastic, and collaborative individual to make valued contributions to the company - the leading energy supplier for millions of residential customers in the United States and Canada.
This is an opportunity to enter the fast-paced, exciting world of the Network Marketing Sales Quality function and to become a part of a fast-growing business that is poised for further investment in the near term.
The Network Marketing Sales Quality Specialist position plays an integral role in maximizing quality sales performance and mitigating risk for NRG's industry leading residential retail energy (Home) business in the East Region.
This role, situated on the Sales Quality team center of excellence, leverages a proprietary set of tools, processes, and data analytics to help proactively identify and triage:
Concerning trends and potential non-compliance issues (where there is smoke, there could be fire); Continuous Process Improvement Opportunities with sales representatives to maximize positive customer experience and minimize complaints.
Essential Duties/
Responsibilities:
Utilize effective problem solving, critical thinking, and complaint resolution skills to amicably resolve customer complaints, while mitigating risk and protecting the best interest of the Company.
Analyze data to identify advanced patterns of suspicious activity and other issues that represent risk.
Monitor intake of customer complaints from Public Utility Commissions (PUC) and/or other regulatory bodies, the Better Business Bureau, utilities, and Customer Care and ensure accurately documented in case management system, Agiloft.
Interact with channel partners and channel partner managers to verify enrollments, investigate customer complaints, and ensure compliance with XOOM Energy standards and requirements.
Identify trends through collecting, analyzing, and summarizing information with regard to complaints and Quality Daily Alert investigations.
Utilize corporate repositories and databases to extract information and documentation necessary for complaint investigations.
Work with functional counterparts, in the course of an investigation, to gain a full understanding of the issue in order to provide a clear, concise response.
Investigate and respond to complaints within required regulatory, agency, or internal deadlines.
Daily review of Quality reports as assigned.
Develop reports as required.
Perform other duties as assigned.
Working Conditions:
This position is fully remote.
Must be able to work independently.
Position is exempt - as need or special projects arise, must be willing to work additional hours.
Minimum Requirements:
High school diploma or GED equivalent.
Preferred
Qualifications:
Strong verbal and written communication skills required.
Strong investigative, analytical, and critical thinking skills required.
Ability to adhere to strict deadlines.
Excellent interpersonal skills to foster effective communication with internal departments, channel partners, state agencies, and customers.
Well organized, thorough, and the ability to maintain an accurate follow-up system, even under pressure.
Proficient in Microsoft Office, particularly Excel, Word, and Outlook.
Additional Knowledge, Skills, and Abilities:
Background in audit, quality, or consumer affairs a plus.
Ability to thrive in a fast-paced environment, adhering to deadlines while ensuring accuracy.
Energy, motivation, enthusiasm, and integrity.
Physical Requirements:
None.
Why NRG is a great place to work:
Great company culture!! Voted as a BEST employer by Forbes.
A competitive total compensation package, including annual incentive and/or commission.
Stock Purchase Plan.
Benefits on the first day of employment - Medical, Dental, Vision, Life Insurance, and Short-Term Disability, Wellness program, etc.
Company-paid life insurance and disability insurance.
401 (k) plan to help save for retirement.
Generous PTO plan, plus 8 company holidays, and 3 floating holidays.
Numerous discounts, including electricity discounts on NRG brands.
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.
Recommended Skills Analytical Auditing Case Management Systems Communication Coordinating Creative Problem Solving Estimated Salary: $20 to $28 per hour based on qualifications.
Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge.
Providing career growth to our own employees is critical to our ongoing successtake charge of your career goals and empower your future!Job
Summary:
NRG is seeking a smart, enthusiastic, and collaborative individual to make valued contributions to the company - the leading energy supplier for millions of residential customers in the United States and Canada.
This is an opportunity to enter the fast-paced, exciting world of the Network Marketing Sales Quality function and to become a part of a fast-growing business that is poised for further investment in the near term.
The Network Marketing Sales Quality Specialist position plays an integral role in maximizing quality sales performance and mitigating risk for NRG's industry leading residential retail energy (Home) business in the East Region.
This role, situated on the Sales Quality team center of excellence, leverages a proprietary set of tools, processes, and data analytics to help proactively identify and triage:
Concerning trends and potential non-compliance issues (where there is smoke, there could be fire); Continuous Process Improvement Opportunities with sales representatives to maximize positive customer experience and minimize complaints.
Essential Duties/
Responsibilities:
Utilize effective problem solving, critical thinking, and complaint resolution skills to amicably resolve customer complaints, while mitigating risk and protecting the best interest of the Company.
Analyze data to identify advanced patterns of suspicious activity and other issues that represent risk.
Monitor intake of customer complaints from Public Utility Commissions (PUC) and/or other regulatory bodies, the Better Business Bureau, utilities, and Customer Care and ensure accurately documented in case management system, Agiloft.
Interact with channel partners and channel partner managers to verify enrollments, investigate customer complaints, and ensure compliance with XOOM Energy standards and requirements.
Identify trends through collecting, analyzing, and summarizing information with regard to complaints and Quality Daily Alert investigations.
Utilize corporate repositories and databases to extract information and documentation necessary for complaint investigations.
Work with functional counterparts, in the course of an investigation, to gain a full understanding of the issue in order to provide a clear, concise response.
Investigate and respond to complaints within required regulatory, agency, or internal deadlines.
Daily review of Quality reports as assigned.
Develop reports as required.
Perform other duties as assigned.
Working Conditions:
This position is fully remote.
Must be able to work independently.
Position is exempt - as need or special projects arise, must be willing to work additional hours.
Minimum Requirements:
High school diploma or GED equivalent.
Preferred
Qualifications:
Strong verbal and written communication skills required.
Strong investigative, analytical, and critical thinking skills required.
Ability to adhere to strict deadlines.
Excellent interpersonal skills to foster effective communication with internal departments, channel partners, state agencies, and customers.
Well organized, thorough, and the ability to maintain an accurate follow-up system, even under pressure.
Proficient in Microsoft Office, particularly Excel, Word, and Outlook.
Additional Knowledge, Skills, and Abilities:
Background in audit, quality, or consumer affairs a plus.
Ability to thrive in a fast-paced environment, adhering to deadlines while ensuring accuracy.
Energy, motivation, enthusiasm, and integrity.
Physical Requirements:
None.
Why NRG is a great place to work:
Great company culture!! Voted as a BEST employer by Forbes.
A competitive total compensation package, including annual incentive and/or commission.
Stock Purchase Plan.
Benefits on the first day of employment - Medical, Dental, Vision, Life Insurance, and Short-Term Disability, Wellness program, etc.
Company-paid life insurance and disability insurance.
401 (k) plan to help save for retirement.
Generous PTO plan, plus 8 company holidays, and 3 floating holidays.
Numerous discounts, including electricity discounts on NRG brands.
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.
Recommended Skills Analytical Auditing Case Management Systems Communication Coordinating Creative Problem Solving Estimated Salary: $20 to $28 per hour based on qualifications.
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