Customer Experience Team Supervisor

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.

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Job Summary:

The Customer Experience Team’s Supervisor will assist the Manager, Customer Support and Market Relations (CSDS) in managing employees, including scheduling, training, coaching, and performance reviews. They will supervise day-to-day tasks, analyze data, report on task outcomes, and collaborate with other teams to reduce customer friction.

Essential Duties/Responsibilities:

• Understand Alberta Utility Commission (AUC) rules, as well as Canadian regulated and deregulated natural gas and electricity protocols and guidelines
• Understand and manage to SLAs and goals
• Assist CSDS Manager in managing the team’s schedule
• Assist CSDS Manager with training and coaching the team on customer service skills, DE/DERS procedure knowledge, investigation skills, etc.
• Ensure that the training and procedure materials for the Customer Experience Team are current
• Complete root cause analysis on complaints, customer surveys, and agent cases and identify process, system, and training improvement opportunities
• Analyze customer accounts and related issues in a timely manner, and assist CETs with business decisions such as declaring rule 003 violations, applying credits or granting exceptions
• Negotiate with customers and enable CET Agents to achieve successful customer outcomes
• Collaborate with and report daily to the CET manager on employee performance, CET tracking data, and business improvement projects
• Analyze data to create weekly reports, identify business opportunities and collaborate with other teams to drive improvements in NPS, CSAT, Google ratings, and reviews
• Collaborate with other NRG regions to share best practices and data insights
• Ensure SOX compliance
• Perform other duties as assigned

Minimum Requirements:

• High school diploma
• A minimum of 3 years of experience in customer service and/or continuous improvement
• Strong organizational and problem-solving skills
• Ability to be self-sufficient and proactive in making business
• Excellent verbal, written and interpersonal communication skills
• Strong presentation skills, with an emphasis on presenting to senior leadership

Preferred Qualifications: 

• Bachelor’s Degree in Commerce or a related discipline
• At least 1 year in a leadership role within customer care
• Knowledge of Alberta regulated and deregulated energy markets
• Vendor management experience, preferably in a BPO environment
• SAP and CXone experience
• Experience developing and maintaining process and customer journey maps
• Prior experience in root cause analysis or continuous improvement experience
• Prior experience owing and leading operational projects from inception to completion

Additional Knowledge, Skills, and Abilities:

• Strong organizational and analytical skills
• Ability to demonstrate good judgement and intuition related to customer and employee matters
• Take accountability for personal and team actions
• Ability to develop and maintain positive relations within and outside the team
• Ability to challenge the status quo in the face of resistance and offer clear, logical and viable alternatives
• Maintain a positive attitude towards work, operational challenges, and improvement opportunities
• Knowledge of Voice of Customer survey frameworks, Net Promoter Score (NPS) and any other customer satisfactory scores with the call center
• Experience with collaboration tools (e.g., Smartsheet, SharePoint, and Azure DevOps)
• Strong Microsoft Office skills (Outlook, OneDrive, Word, Excel, Planner, and OneNote)
• Prior SOX compliance experience

Working Conditions:

• Open office environment, with expectations of being in the Edmonton or Calgary office full-time.
• CET staff are located in Edmonton and Calgary; travelling across sites every 1-2 months for 2-3 days is expected
• Some overtime required as special projects arise

Physical Requirements:

• Work primarily performed on a computer in a seated position

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

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DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to [email protected] if you have any questions.

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