At NRG, we're bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.

Summary:
The Client Service Analyst is responsible for managing the post-close support services for his/her assigned NRG Business customers. Each Client Service Analyst is responsible for managing his/her portfolio of high-value customers and/or brokers and providing superior, personalized customer service by establishing and maintaining a long-term relationship with each customer and broker by acting as a liaison between the customer and all internal teams, TDSP's or EDC's and other Market Participants. They work directly with these internal and external groups to escalate and resolve complex issues on behalf of the customer and then provide the customer with frequent updates about resolution. He/She must perform analysis and problem resolution and contribute to the development of new processes and procedures to enable the delivery of an outstanding customer experience geared towards retaining and expanding the customer relationship.

Essential Duties/Responsibilities:

• Serve as the primary point of contact for all lifecycle interactions as it relates to high-value customers and brokers across all product offerings and markets served by NRG Business
• Build and maintain exceptional professional relationships with the customers, Sales team, internal teams, and external contacts including Brokers and Third Parties in order to expedite accurate and timely issue resolution for assigned portfolio.

• Proactively manage end-to-end service delivery for assigned customers and brokers to ensure timely customer on-boarding (enrollment, welcome, and account set-up), billing and collection activity including resolution and management of all issues originating during the customer lifecycle.
• Resolve complex customer issues and requests related to contracts, billing and payment across multiple systems and product offerings, working in conjunction with relevant functional groups to ensure prompt and accurate resolution.
• Coordinate and complete daily/monthly/quarterly customer or broker reports, analyzing for accuracy and completeness.

• When requested, participate in site visits to the customer's office or field site. Assist Sales Account Executives by preparing and delivering presentations that describe our customer service model for prospective customers and newly acquired customers, provide customers with in-depth analysis of account history and/or financial data or provide other support needed by customers.
• Process customer contract site-level amendment requests according to established departmental procedures including initial analysis of request, validation of data, customer contact for clarification as needed, follow up on status requests, and communication of enrollments exceptions to assure they are processed timely.
• Record all customer contacts and requests in designated issue tracking and issue escalation data repositories with detailed descriptions and customer authorizations as needed. Follow up with other internal teams and external sources if issues are not being resolved in a timely manner.
• Counsel the customer, third parties, and internal teams on Market regulatory rules, tariff provisions, charges, permit issues, consumption energy charges, and all other areas to simplify establishing new services, deleting services, invoice processing/delivery, historical account data analysis, interpret billing and payment processing/handling.
• Promote customer use of the OAM customer portal as it relates to activities supporting the Key Client Services customer and broker portfolio Work with customers to establish access to the C&I Portal - become expert in the functionality available and train customers in the use of the system and benefits.
• Proactively engage assigned customers and brokers on a regular basis to ensure service delivery is aligned with their expectations and highlight insights to the direct Manager
• Focus on delivering an outstanding customer experience as measured by Net Promoter Score or other surveys and proactively take action to address gaps in service delivery as highlighted
• Assist in related initiatives to improve customer experience across the business including but not limited to training Customer Relations Representatives on an ad-hoc basis.
• Support new and existing projects which help to increase the productivity of the Key Client Service Team as well as the operational departments as a whole
• Assess and suggest new methodologies which may be helpful in the overall support of the Key Customer Service portfolio as well as maintain the existing processes and procedures to eliminate or re-develop those that have become obsolete.
• The position is currently remote but may require hybrid/office days in the future.

Education:

High School diploma, GED or equivalent. Four-year degree from an accredited College or University in Accounting, Marketing, or other Business field preferred. A commensurate level of relevant experience may waive the educational requirement.

Experience:

1 to 4+ years experience working directly with customers in a problem solving, account management, or sales capacity. Experience in the utility and/or deregulated energy industry is preferred.

Additional Knowledge, Skills, and Abilities:

• Proficient written and verbal communication skills are required including excellent listening skills
• Excellent problem-solving skills and the ability to use good judgment to make independent decisions based on current business practices.
• Demonstrated ability of superior customer service skills.
• Ability to multi-task and work well under pressure, remain focused and calm in the face of distractions, and effectively adapt to new or changing situations.
• The ability to work effectively with cross-functional teams
• Excellent PC skills required including intermediate-level Excel skills in order to independently create and analyze spreadsheets. Advanced math skills and analytical ability necessary to respond to billing, payment application, Market-based charge, and enrollment transaction inquiries.
• Intermediate to advanced level knowledge of SAP, CCS, and Siebel software required. Knowledge of customer relationship management systems is helpful.
• Thorough knowledge of North American gas and power Market rules as applicable to the region served and internal NRG business processes required to support the Key Client Services customer base

Physical Requirements:

• The Majority of work is performed on a personal computer in a seated position
• Ability to use phone handset (headset optional)

Working Conditions

• Normal office environment
• Assigned breaks and lunch times in order to manage phone coverage if applicable in the region served
• Overtime hours required as needed
• Required to be on call 24/7 for after-hours customer support on a rotating basis throughout the year if applicable in the region served

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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 Human Resources.