NRG Energy Looking for Supervisor, Customer Support & Market Relations at Calgary, Alberta, Canada Full Time

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Summary

The Customer Support and Market Relations (CSMR) Supervisor is responsible for managing the processing and resolution of all electricity and gas market customer issues or requests, which cannot be effectively or efficiently resolved in the call center or other channels, across all NRG Home Canada (Alberta) regulated and deregulated brands. The individual will be responsible for trend analysis, ensuring the true root cause is identified and the proper team(s) work to enhance processes, systems, and training to prevent reoccurrence. The CSMR Supervisor will define or develop new processes or system requirements, as necessary, to enhance existing processes or support new functional capabilities within CSMR and across NRG Home. This individual may be asked to lead or serve on cross-functional project teams impacting or leveraging assigned functional responsibilities. This position is also responsible for coaching and developing team members to achieve CSMR performance goals. Additionally, the Supervisor will need to have a solid understanding of the regulated and deregulated electricity and natural gas market in Canada (Alberta) and be able to correctly apply business rules, utility tariffs, and Alberta Utility Commission (AUC) rules.

Essential Duties/Responsibilities

• Act as the CSMR Canada Subject Matter Expert.
• Understand Alberta Utility Commission (AUC) rules, as well as Canada regulated and deregulated electricity and natural gas protocols and guidelines.
• Work and build relationships with sourcing vendor(s).
• Understand and manage to SLAs and goals.
• Proactively identify and act on opportunities based on changes in the market or seasonal trends.
• Identify training, process, and system gaps, both in CSMR and in other departments, and work independently to effectively close the gaps.
• Lead a team of Representatives.
• Coach and develop team members on daily, weekly, and monthly performance.
• Develop and utilize performance metrics to track individual and team performance.
• Create and deliver performance evaluations.
• Resolve conflicts within, or impacting, the team.
• Resolve issues with customers when Supervisory representation is required or requested.
• Utilize resources to help resolve complex customer issues.
• Live and demonstrate our Power Values and reinforce them with the team and everyone you come in contact with.
• Have a positive attitude towards work, challenges, and improvements.
• Take personal responsibility and be accountable for actions of self and team.
• Perform other duties as assigned.

Education

• Preferred Bachelor’s degree from an accredited four-year college or university. Commensurate level of experience may waive the educational requirement.
• High school diploma, GED, or equivalent Math and English skills required.

Experience

• 3+ years of customer service experience.
• 1+ years in a leadership role within customer care.
• Cross-functional knowledge and experience in the regulated and deregulated Canadian (Alberta) electricity and natural gas market.
• AUC Rules and Regulations as well as transactional knowledge of the regulated and deregulated Canadian (Alberta) electricity and natural gas market.

Additional Knowledge, Skills And Abilities (KSA’s)

• Strong organizational and analytical skills.
• Strong project management skills.
• Strong oral and written communication skills.
• Strong leadership skills.
• Demonstrate the use of personal judgment and initiative on a variety of customer and employee issues.
• Possess strong presentation and interpersonal skills displaying confidence and knowledge.
• Ability to relate well to all kinds of people at all levels inside and outside the organization; build constructive and effective relationships.
• Ability to challenge the status quo in the face of resistance and offer clear, logical, and viable alternatives.
• Ability to remain calm and respond quickly to surprising/difficult situations.
• Maintain established standards for customer and employee confidentiality at all times.
• Proficient in front and back-office CCS systems and Microsoft products.
• SAP.
• Ability to prioritize, manage multiple tasks, and understand urgency.
• Effective team player.
• High level of honesty and integrity.

Physical Requirements

• Occasionally requires lifting as appropriate to perform duties and responsibilities.
• Ability to sit at a desk for extended periods of time utilizing a computer and phone.
• Ability to travel to different locations. Overnight stay might be required.

Working Conditions

• Fast-paced retail environment.
• Most of the work is performed on a personal computer in a seated position.
• Remote position with occasional in-office days. Remote work is subject to change.
• Work outside of standard business hours may be required.
• Reliable home internet required.

#CB-TA

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.