Job Description

Welcome to the intersection of energy and home services. At NRG, we\xe2\x80\x99re 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\xe2\x80\x99 lives easier\xe2\x80\x94helping 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 Twitter @nrgenergy.Job Summary:The Customer Experience Team\xe2\x80\x99s Supervisor will assist the Manager, Customer Support and Market Relations (CSDS) in managing employees, including scheduling, training, coaching, and performance reviews. They will supervise day-to-day tasks, analyze data, report on task outcomes, and collaborate with other teams to reduce customer friction.Essential Duties/Responsibilities:Understand Alberta Utility Commission (AUC) rules, as well as Canadian regulated and deregulated natural gas and electricity protocols and guidelinesUnderstand and manage to SLAs and goalsAssist CSDS Manager in managing the team\xe2\x80\x99s scheduleAssist CSDS Manager with training and coaching the team on customer service skills, DE/DERS procedure knowledge, investigation skills, etc.Ensure that the training and procedure materials for the Customer Experience Team are currentComplete root cause analysis on complaints, customer surveys, and agent cases and identify process, system, and training improvement opportunitiesAnalyze customer accounts and related issues in a timely manner, and assist CETs with business decisions such as declaring rule 003 violations, applying credits or granting exceptionsNegotiate with customers and enable CET Agents to achieve successful customer outcomesCollaborate with and report daily to the CET manager on employee performance, CET tracking data, and business improvement projectsAnalyze data to create weekly reports, identify business opportunities and collaborate with other teams to drive improvements in NPS, CSAT, Google ratings, and reviewsCollaborate with other NRG regions to share best practices and data insightsEnsure SOX compliancePerform other duties as assignedMinimum Requirements:High school diplomaA minimum of 3 years of experience in customer service and/or continuous improvementStrong organizational and problem-solving skillsAbility to be self-sufficient and proactive in making businessExcellent verbal, written and interpersonal communication skillsStrong presentation skills, with an emphasis on presenting to senior leadershipPreferred Qualifications:Bachelor\xe2\x80\x99s Degree in Commerce or a related disciplineAt least 1 year in a leadership role within customer careKnowledge of Alberta regulated and deregulated energy marketsVendor management experience, preferably in a BPO environmentSAP and CXone experienceExperience developing and maintaining process and customer journey mapsPrior experience in root cause analysis or continuous improvement experiencePrior experience owing and leading operational projects from inception to completionAdditional Knowledge, Skills, and Abilities:Strong organizational and analytical skillsAbility to demonstrate good judgement and intuition related to customer and employee mattersTake accountability for personal and team actionsAbility to develop and maintain positive relations within and outside the teamAbility to challenge the status quo in the face of resistance and offer clear, logical and viable alternativesMaintain a positive attitude towards work, operational challenges, and improvement opportunitiesKnowledge of Voice of Customer survey frameworks, Net Promoter Score (NPS) and any other customer satisfactory scores with the call centerExperience with collaboration tools (e.g., Smartsheet, SharePoint, and Azure DevOps)Strong Microsoft Office skills (Outlook, OneDrive, Word, Excel, Planner, and OneNote)Prior SOX compliance experienceWorking Conditions:Open office environment, with expectations of being in the Edmonton or Calgary office full-time.CET staff are located in Edmonton and Calgary; travelling across sites every 1-2 months for 2-3 days is expectedSome overtime required as special projects arisePhysical Requirements:

• Work primarily performed on a computer in a seated position

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.Any information you provide through this form will be used and disclosed for the purposes of considering your application and, if you are offered a job, in relation to your employment (including post-employment activities). If you have provided references, you consent to us contacting such references and obtaining your personal information from them. Do not submit references if you have not obtained the consent of such references. Your personal information will otherwise be handled in accordance with our privacy policy.DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to if you have any questions.

NRG Energy