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Job Summary:

The Client Advocate Manager is a key member of the Customer Experience, Customer Operations team and is primarily responsible for:

• Managing a team that supports the full lifecycle of complex and non-traditional customer service requests and issues

• Advocating timely, complete and customer-centric resolutions

• Leading a customer and sales facing team that identifies recurring trends and takes proactive action to eliminate recurring issues

• Assisting with problem resolution and analysis while contributing to the development of new processes and procedures

• Building, reinforcing, and maintaining a customer and sales-centric culture

• Building and leveraging a strong internal network of stakeholders to support timely and accurate issue resolution

• Driving change within the business to improve the customer experience by identifying, creating, and implementing innovative practices

Essential Duties/Responsibilities:

• 
  Accountable for engaging necessary stakeholders, collaborating, facilitating and leading cross-functional teams to address customer impacting issues and processes, making recommendations and seeking approvals where necessary for process change.

• Proactively communicate status of issues and overall success of the team to leadership as well as sales/customers to ensure trust is built at every level of the organization and communicate challenges as well as successes

• Manage a team responsible for direct interactions with customers via multiple channels, including phone, e-mail, and face-to-face in a professional and expedient manner

• Manage a team accountable for thoroughly analyzing and resolving inquiries/issues and providing comprehensive responses accordingly to customers, sales and brokers, while advocating internally to ensure recommended course of action has been followed

• Work across the organization with supervisors and managers to champion change to improve the customer experience through customer advocacy

• Accountable for leading a team responsible for performing in-depth, end-to-end analysis on complex and non-standard customer issues utilizing the expertise of internal functional groups when necessary

• Actively manage team performance to ensure the timely resolution of all customer issues by identifying and managing the cross-functional stakeholders needed for remediation while achieving the pre-established service level time frames

• Actively manage team performance using key performance indicators and focuses on actions that deliver an outstanding customer experience as measured by customer surveys and feedback

• Manages a team of self-motivated individuals while developing and advancing a proactive customer-centric culture in daily operations

• Serve as a key stakeholder in related initiatives to improve customer experience across the business as assigned, including assisting other Customer Experience teams

• Track and maintain interaction data for analysis of customer trends by updating NRG’s customer systems

• Mitigate risk of loss of revenue through ensuring compliance with company policies

Working Conditions:

• Open office environment

• Travel could be expected no more than 25%

Minimum Requirements:

• Undergraduate degree in operations management or general business management

• 7 Years relevant work experience

• As a part of the NRG commitment to health, safety and well-being of our employees, customers and the community, this role requires weekly COVID-19 testing for employees who are not fully vaccinated.

Additional Knowledge, Skills and Abilities:

• 
  Critical thinker focused on root cause problem solving, while always maintaining a sense of urgency

• Ability to lead crucial conversations when engaging with all parties

• Excellent oral and written communication skills, including ability to present at all levels of the organization

• Ability to provide thought leadership on complex customer impacting issues, sometimes with limited fact-base

• Ability to excel in a fast-paced, dynamic environment; effectively managing multiple activities and meeting deadlines

• Must have a positive, can-do attitude.

• An understanding of North American gas and power markets and operations, a plus

• Strong analytical abilities

• Excellent interpersonal skills with an ability to work effectively with cross-functional teams

• Resourcefulness to work with limited supervision while managing team members while making rational decisions that impact customer satisfaction and financial outcomes

• Excellent working knowledge of Microsoft Excel and PowerPoint

Physical Requirements:

• 
  Frequent opportunity to move about

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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 Human Resources.