Scheduling Escalation & Reschedule Advisor - Remote

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.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

We are seeking dedicated and detail-oriented Scheduling Escalations and Reschedules Advisors to join our team. This role is crucial in managing and resolving scheduling conflicts, handling escalations, and ensuring a seamless rescheduling process for our customers. The ideal candidate will possess excellent communication skills, a proactive approach to problem-solving, and the ability to work efficiently under pressure.

Key Responsibilities:

• Address and resolve scheduling conflicts promptly and efficiently.
• Act as the first point of contact for escalated scheduling issues, providing timely and effective resolutions.
• Coordinate and manage the rescheduling process, ensuring minimal disruption to customers.
• Communicate with customers via phone, email, chat, and text to confirm, reschedule, or resolve scheduling issues.
• Maintain accurate records of all scheduling interactions and resolutions in the system.
• Work closely with other departments to ensure a smooth scheduling process and address any systemic issues.
• Identify areas for improvement in the scheduling process and suggest enhancements.

Required Skills:

• Previous experience in a customer service or scheduling role, preferably in a fast-paced environment.
• High school diploma or equivalent; additional qualifications in customer service or related fields are a plus.
• Excellent verbal and written communication skills.
• Familiarity and proficiency using Microsoft Office, web browsers, basic computer competency.
• Strong problem-solving abilities.
• Ability to multitask and manage time effectively.
• High attention to detail and organizational skills.
• Customer-focused with a positive attitude.
• Ability to remain calm under pressure.
• Proactive and self-motivated.

You must:

• Be at least 18 years old
• Not reside in: CA, CT, DC, ME, NJ, NY, or WA
• Have aquiet, private, distraction-free workspace
• Not be the primary caregiver for children, others, or pets during working hours

Technology Requirements:

• Laptop or Desktop computer with at least 16GB RAM - absolutely no Chromebooks
• Wired internet connection - ethernet cable connection from computer to router
• High-speed internet - 50mbps upload and download speed required minimum
• USB headset - can be wireless, wired is preferred. No Bluetooth or AirPods
• USB mouse - can be wireless, wired is preferred. No trackpad usage
• Dual monitors preferred but not required
• Must provide proof of requirements upon screening

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.