Customer Service Supervisor

Responsibilities
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Summary: The Customer Support and Market Relations (CSMR) Supervisor is responsible for managing the processing and resolution of customer issues or requests, across all NRG Home Texas Retail brands, which cannot be effectively or efficiently resolved in the call center or other customer contact channels
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The position is responsible for ensuring proper, timely, and effective responses for all Customer Support Group (CSG) and TDSP Relations issues across all NRG Home brands within ERCOT
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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 reoccurrence
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The CSMR Supervisor will define or develop new processes or system requirements as necessary to effectively manage improvement to existing processes or support new functional capabilities, within CSMR and across NRG Home
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This individual may be asked to lead or serve on cross functional project teams impacting or leveraging assigned functional responsibilities
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This position is also responsible for coaching and developing tea ---------- mbers to achieve CSMR performance goals
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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 protocols and Texas Set Transactions to their work
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Act as the CSG and TDSP Relations Subject Matter Expert
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Work and build relationships with, third parties such as after-hours support personnel, sourcing vendors and Transmission and Distribution Service Providers (TDSPs)
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Understand and manage to SLAs and goals
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Proactively identify and act on opportunities based on changes in the market or seasonal trends
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Identify training, process, and system gaps, both in CSMR and in other departments, and work independently to effectively to close the gaps
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Lead a team of Representatives
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Coach and develop tea ---------- mbers on daily, weekly and monthly performance
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Develop and utilize performance metrics to track individual and team performance
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Create and deliver performance evaluations
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Resolve conflicts within, or impacting, the team
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Resolve issues with customers when Supervisory representation is required or requested
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Utilize resources to help resolve complex customer issues
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Live and demonstrate our Power Values and reinforce them with the team and everyone you come in contact with
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Have a positive attitude towards work, challenges, and improvements
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Other duties as assigned
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Most of the work performed on a personal computer in a seated position
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Remote position
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Work outside of standard business hours may be require