Manager, West Mid-Market Client Services

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.

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Purpose: The Manager, of West Mid-Market Client Services will be responsible for leading call center teams that support our West Mid-Market customers and broker segments. The manager will play a pivotal role in project work, overseeing and guiding care projects aimed at enhancing customer and employee experiences. Additionally, the manager will support and lead cross-functional projects beyond the scope of care.

Responsibilities:

• Lead the West Mid Market Client Services & Canada Client Services teams, supporting multiple brands within the regions.

• Facilitate cross-functional meetings with Care, Sales, and Operations teams, focused on collaboration, issue resolution, and driving an improved experience.

• Facilitate and address sales, customer, and broker escalations as appropriate

• Manage team performance by defining and measuring KPIs

• Manage partnership with Talent to oversee and escalate personnel issues when necessary

• Develop content and deliver updates on Care initiatives to sales leadership and cross-functional teams

• Responsible for providing a voice of customer perspective during IT projects

• Utilize data-driven decision insights to inform decisions on process changes, system enhancements, and project prioritization.

• Support/deliver strategic priorities focused on delivering AI Projects for Customer Care

• Build and maintain strong relationships with internal stakeholders.

• Drive continuous improvement, supporting team members in getting to the root cause and developing long-lasting solutions for our customers

• Focus on delivering an outstanding customer experience as measured by Net Promoter Score or other surveys and proactively take action to address gaps in service delivery.

• Partner with the Manager, East Mid-Market Client Services to drive a streamlined employee and customer experience for both teams

Work Experience, Qualifications, & Requirements

• Bachelor's or Master's degree

• Strong conceptual and analytical skills with demonstrated out of the box problem-solving skills

• Minimum of five years experience working directly with customers in a problem-solving, account management, or sales capacity.

• Strong communication skills (verbal and written), project management experience/skills, and the ability to maintain composure under pressure.

• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, SharePoint, Visio, and other database applications.

• Ability to recognize critical business needs and determine appropriate course of action while aligning to organization goals and priorities

• Ability to work effectively with cross-functional teams

• Ability to work, plan, and prioritize efforts independently to meet deadlines; can organize a heavy individual workload

Preferred

• Minimum of three years experience managing call centers

• Problem-solving skills and the ability to use good judgment to make independent decisions based on current business practices.

• Demonstrated ability of superior customer service skills.

• Thorough knowledge of deregulated Market rules and internal NRG business processes required to support the C&I customer base.

• Thorough knowledge of North American gas and power Market rules as applicable to the region served

Working Conditions:

• Hybrid; 3 days in the office per week

• Travel could be expected no more than 25%

• Some overtime may be required

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/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.