Supervisor, Escalated Issues - Remote

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Job Summary: 

The Supervisor is responsible for managing the processing and resolution of customer issues or requests, across all NRG Texas Retail brands, which cannot be effectively or efficiently resolved in the call center or other customer contact channels.  The position is responsible for ensuring proper, timely, and effective responses for all Escalated Issues across all NRG brands within ERCOT.  The individual will be responsible for trend analysis, ensuring the true root cause is identified and the proper teams work to enhance processes, systems, and training to prevent recurrence.  The Supervisor will define or develop new processes or system requirements as necessary to effectively manage improvement to existing processes or support new functional capabilities, 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 performance goals.  Additionally, the Supervisor will need to have a solid understanding and be able to correctly apply business rules, utility tariffs, Public Utility Commission of Texas (PUCT) substantive rules, ERCOT rules and the Texas Set Transactions to their work.

 

Essential Duties/Responsibilities:

• Act as the Escalated Issues and Regulatory Subject Matter Expert. 
• Understand Public Utility Commission of Texas rules, as well as ERCOT protocols and guidelines.  
• Monitor regulatory proceedings to identify trends, issues or decisions which might affect the Company's regulatory and/or business objectives.
• Work with internal Regulatory to advocate on behalf of NRG Retail with Public Utility Commission of Texas Staff, including the Customer Protection and Competitive Markets Division. 
• Participate in internal and external Regulatory/Compliance trainings.
• Partner with internal Regulatory and Legal for PUCT Formal Complaints and RFI responses.
• Proactively identify and act on opportunities based on changes in Regulatory requirements.
• Build relationships with TDSP account managers and Regulatory Agency Staff.
• Identify training, process, and system gaps, in all departments, and work effectively to close the gaps.
• Lead team of Representatives tasked with responding to escalated customer issues.
• 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.
• Have a positive attitude towards work, challenges and improvements.

 

 Minimum Requirements:

• Bachelor’s degree or an equivalent combination of education and/or regulator